Call Quality Analyst - Telecalling Sales Process

Overview

Dietitian Natasha is recruiting a Call Quality Analyst for the telecalling sales process within a BPO setup. The primary objective is to oversee and enhance the quality of outbound sales calls by monitoring, auditing, and coaching the telecalling team.

Key Responsibilities

• Perform daily monitoring and assessment of outbound telecalling sales interactions.
• Ensure strict adherence to call scripts and compliance with defined sales processes.
• Detect instances of mis-selling, unfulfilled promises, and breaches of company policies.
• Validate accuracy in CRM tagging and call disposition documentation.
• Identify cases of call avoidance and improper handling of leads.
• Maintain detailed QA scorecards and prepare regular reports on call quality.
• Facilitate refresher training and role-playing exercises to enhance team skills.
• Support improvement in objection handling techniques and closing effectiveness.
• Provide weekly performance quality reports to management.

Candidate Profile and Experience Required

• Possesses 1 to 3 years of experience in BPO quality assurance focused on voice processes.
• Proven background in auditing sales calls is mandatory.
• Comprehensive understanding of telecalling sales workflows.
• Experience in training delivery is advantageous.
• Familiarity with CRM platforms and quality evaluation metrics.

Additional Information

• Must have prior exposure to domestic BPO voice environments.
• Strong analytical and attentive listening capabilities.
• Comfortable delivering constructive, structured feedback.
• Able to audit between 30 to 40 calls daily.
• This is an on-site role based in Defence Colony, New Delhi.
• Employment is full-time, working six days per week.
• Salary comprises a fixed component plus performance-based incentives.
• Candidates lacking BPO voice QA experience are not eligible to apply.