Be a Part of Our Growth Story

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.