Quality Auditor

Iccs; Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Iccs in India seeks a Sales Quality Analyst to monitor outbound sales activities and audit calls within a fast-paced BPO setting. You will ensure adherence to quality standards and drive improvements in sales performance through feedback and reporting.

The role emphasizes identifying training needs, coordinating with Training and Operations teams, and maintaining quality scorecards to boost customer experience and conversion rates.

Qualifications

• Excellent communication, analytical, and feedback skills.
• Proficient in MS Excel and reporting.

Responsibilities

• Monitor and evaluate outbound sales calls as per quality parameters.
• Conduct call audits and provide constructive feedback to agents.
• Ensure adherence to sales processes, compliance, and company policies.
• Prepare quality reports and analyze performance trends.
• Identify training needs and coordinate with the Training and Operations teams.
• Maintain quality scorecards and ensure timely completion of evaluations.
• Support process improvement initiatives to enhance customer experience and sales conversion.

Skills

Communication

Analytical thinking

MS Excel

Feedback skills

Job description

We are looking for a Sales Quality Analyst with at least 1 year of experience in handling sales or outbound processes in a BPO environment. The candidate will be responsible for monitoring customer interactions, evaluating call quality, identifying improvement areas, and ensuring compliance with quality standards to enhance overall sales performance.

Key Responsibilities:

• Monitor and evaluate outbound sales calls as per quality parameters.
• Conduct call audits and provide constructive feedback to agents.
• Ensure adherence to sales processes, compliance, and company policies.
• Prepare quality reports and analyze performance trends.
• Identify training needs and coordinate with the Training and Operations teams.
• Maintain quality scorecards and ensure timely completion of evaluations.
• Support process improvement initiatives to enhance customer experience and sales conversion.

Eligibility Criteria:

• Minimum 1 year of experience as a Quality Analyst or in handling Sales/Outbound processes in a BPO.
• Strong understanding of quality frameworks and call auditing.
• Excellent communication, analytical, and feedback skills.
• Proficient in MS Excel and reporting.
• Ability to work in a fast-paced environment and meet quality targets.

Preferred Skills:

• Experience in sales quality monitoring.
• Good analytical and coaching skills.
• Attention to detail and problem-solving ability.
• Strong interpersonal and stakeholder management skills.