Sales Quality Analyst

Startek (Aegis Customer Support Services Pvt. Ltd.); Khordha; On-site; INR 400,000 - 700,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) is seeking a Quality Assurance professional to conduct call audits and monitor call quality across the team. You will participate in calibrations, provide actionable feedback, and apply QC methodologies like TNI/TNA to uncover trends and opportunities for service improvement.

The role emphasizes CSAT awareness, adherence to 7QC standards, and continuous coaching to elevate call handling practices within the customer support function.

Qualifications

• 2-7 years of experience in sales or customer service environment.
• Strong understanding of CSAT, 7QC, Call Quality, Call Calibration, Feedback principles.

Responsibilities

• Conduct call audits to ensure quality standards are met.
• Monitor calls for quality assurance purposes, identifying areas of improvement.
• Participate in call calibrations to align team members on best practices.
• Provide feedback to agents on their performance, highlighting strengths and weaknesses.
• Utilize QC tools such as TNI and TNA to analyze data and identify trends.

Skills

Call Quality

CSAT knowledge

7QC

TNI/TNA

Feedback skills

Tools

TNI

TNA

Job description

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.


• Monitor calls for quality assurance purposes, identifying areas of improvement.


• Participate in call calibrations to align team members on best practices.


• Provide feedback to agents on their performance, highlighting strengths and weaknesses.


• Utilize QC tools such as TNI (Training Needs Identification) and TNA (Training Needs Analysis) to analyze data and identify trends.

Desired Candidate Profile

• 2-7 years of experience in sales or customer service environment.


• Strong understanding of CSAT (Customer Satisfaction), 7QC (7 Quality Criteria), Call Quality, Call Calibration, Feedback principles.


• Proficiency in using QC tools like TNI & TNA; knowledge of other QC tools an added advantage.