Quality Analyst ( BPO - sales team, Males only )

Key Responsibilities1. Sales Call Monitoring & Evaluation

• Audit outbound and inbound sales calls to assess pitch quality, need analysis, objection handling, and closing techniques.
• Ensure agents follow sales scripts, compliance rules, and qualification criteria.
• Identify behavioral and skill gaps affecting conversions.

2. Lead Quality & Process Accuracy

• Review lead validation and documentation for accuracy.
• Ensure leads are categorized correctly (hot/warm/cold) based on criteria.
• Highlight errors that impact conversion or forecasting.

3. Feedback & Coaching

• Provide constructive feedback to sales executives and team leaders.
• Conduct 1:1 coaching sessions to improve pitch structure, product knowledge, and selling skills.
• Collaborate with trainers to design refreshers and skill-based training.

4. Reporting & Analytics

• Generate weekly and monthly quality performance dashboards.
• Track common errors, call/lead quality trends, and share insights with sales managers.
• Use RCA (Root Cause Analysis) to identify recurring issues.

5. Compliance & Sales SOP Adherence

• Ensure compliance with company policies, regulatory guidelines, and fair-sales practices.
• Monitor adherence to call flow, verifications, disclosures, and data accuracy.

6. Calibration & Continuous Improvement

• Conduct calibration sessions with QA and Sales leadership to maintain scoring accuracy.
• Recommend improvements in pitch structure, scripts, and sales processes.
• Support implementation of best practices to improve conversions.

Job Types: Full-time, Permanent, Contract, Fresher

Pay: AED2,800.00 - AED3,000.00 per month