Quality Team Leader - Sales

EOSGlobe Inc.; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading global company is seeking a Quality Analyst in Thane, Maharashtra, to evaluate sales quality and improve customer satisfaction. This role involves leading a team to monitor calls and providing feedback, ensuring compliance with standards, and driving continuous improvement. Ideal candidates will have strong analytical and leadership skills, along with expertise in call monitoring and quality frameworks.

Qualifications

• Strong knowledge of sales quality parameters and BPO operations.
• Excellent analytical, communication, and leadership skills.
• Ability to manage a team and work under tight timelines.

Responsibilities

• Lead and manage a team of Quality Analysts to monitor and evaluate sales calls, chats, or emails.
• Develop and implement quality monitoring frameworks and scorecards for the sales process.
• Analyze quality trends and recommend actionable improvements.

Skills

Sales quality parameters knowledge

Analytical skills

Leadership skills

Call monitoring expertise

Proficient in MS Excel

Proficient in PowerPoint

Tools

Quality monitoring tools

Job description

The Quality Analyst is responsible for evaluating and ensuring the quality of the retention process, identifying areas for improvement, and implementing strategies to enhance sales performance and customer satisfaction. This role involves monitoring outbound retention calls, analyzing sales data, and providing feedback and training to the team.

Key Responsibilities

• Lead and manage a team of Quality Analysts to monitor and evaluate sales calls, chats, or emails.
• Develop and implement quality monitoring frameworks and scorecards for the sales process.
• Analyze quality trends, identify process gaps, and recommend actionable improvements.
• Collaborate with Operations and Training teams to enhance sales effectiveness and conversion rates.
• Conduct calibration sessions with internal teams and clients to ensure alignment on quality standards.
• Provide detailed reports on quality performance metrics, including conversion rate, compliance, and call handling.
• Support agents and team leaders through feedback, coaching, and refresher sessions.
• Ensure adherence to compliance and client guidelines across all sales interactions.
• Drive continuous improvement initiatives to enhance overall quality and customer experience.

Key Skills

• Strong knowledge of sales quality parameters and BPO operations.
• Excellent analytical, communication, and leadership skills.
• Expertise in call monitoring, calibration, and feedback techniques.
• Proficient in MS Excel, PowerPoint, and quality monitoring tools.
• Ability to manage a team and work under tight timelines.
• Eye for detail with strong process orientation.