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We are seeking a detail-oriented and analytical Quality Analyst to evaluate and improve the quality of customer interactions across Sales and Customer Service teams. The Quality Analyst will be responsible for monitoring, auditing, and assessing call recordings, identifying coaching opportunities, ensuring adherence to company standards, and driving continuous improvement in customer experience and sales effectiveness.

Key Responsibilities

Call Monitoring & Auditing

• Review and audit inbound and outbound sales and customer service calls on a regular basis.
• Evaluate interactions against predefined quality standards, com
• pliance requirements, and customer experience benchmarks.
• Assess agent performance on communication skills, product knowledge, objection handling, sales techniques, issue resolution, and adherence to processes.
• Conduct quality audits across multiple channels as required (calls, emails, chats, etc.).

Performance Analysis & Reporting

• Maintain accurate quality scorecards and audit records.
• Analyze quality trends, recurring issues, customer pain points, and performance gaps.
• Prepare and share quality reports, dashboards, and actionable insights with management.
• Track key quality metrics and recommend improvement initiatives.

Coaching & Feedback

• Provide constructive feedback to agents and team leaders based on audit findings.
• Partner with Training and Operations teams to identify coaching and development needs.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Support the creation of training materials and quality improvement programs.

Compliance & Process Adherence

• Ensure agents comply with company policies, regulatory requirements, and customer handling procedures.
• Identify compliance risks and escalate critical issues promptly.
• Monitor adherence to scripts, call flows, and approved sales practices.

Continuous Improvement

• Recommend process enhancements to improve customer satisfaction, conversion rates, and operational efficiency.
• Collaborate with stakeholders to implement quality improvement initiatives.
• Contribute to the refinement of quality frameworks, scorecards, and evaluation criteria.