Call Quality Analyst

Job description

**Role & responsibilities** The Quality Analyst for Sales /Servicing is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales/services representatives or agents. The primary goal is to ensure that sales/service calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. **Preferred candidate profile** - Experience: Prior experience in a call center, sales, service or quality assurance role preferred. - Familiarity with sales processes and understanding of sales goals and KPls. - Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales/service calls. - Ability to analyze data and create actionable insights for sales teams. Communication: - Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. - Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. - Technical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)