Quality Assurance Analyst (Call Center/BPO)

Job Summary

The Sales Quality Assurance Specialist is responsible for ensuring excellence in sales interactions by monitoring, evaluating, and improving the quality and effectiveness of customer-facing sales communications across BPO operations. This role focuses on sales call quality assurance, compliance, conversion optimization, and performance evaluation to enhance revenue generation and customer satisfaction.

Key Responsibilities

1. Sales Call Monitoring & Evaluation

• Monitor and evaluate inbound and outbound sales calls, chats, and emails against defined sales quality standards and client SLAs.
• Conduct detailed audits to assess sales pitch effectiveness, objection handling, product knowledge, communication skills, and closing techniques.
• Evaluate adherence to sales scripts, compliance requirements, and ethical selling practices.
• Ensure accuracy in quality scoring and proper documentation of findings.

2. Sales Quality Assurance & Compliance

• Ensure adherence to internal sales processes, regulatory requirements, and client compliance guidelines.
• Identify sales quality gaps, behavioral trends, and missed revenue opportunities.
• Monitor compliance with consent, disclosure, and data protection requirements during sales interactions.
• Address sales-related quality escalations in coordination with Sales and Operations teams.

3. Feedback, Coaching & Calibration

• Provide structured and actionable feedback to sales agents to improve conversion rates and customer engagement.
• Conduct one-on-one feedback sessions focusing on upselling, cross-selling, objection handling, and closing strategies.
• Participate in calibration sessions with QA, Sales, and Training teams to ensure evaluation consistency.
• Support sales coaching initiatives by sharing insights, best practices, and performance improvement plans.

4. Reporting & Sales Performance Analysis

• Prepare and share daily, weekly, and monthly sales quality performance reports.
• Analyze trends in conversion rates, call quality scores, revenue per call, and compliance adherence.
• Identify root causes for low conversions and recommend improvement strategies.
• Present sales quality insights and revenue-impact analysis to management and stakeholders.

5. Process Improvement & Client Support

• Assist in internal sales audits and client quality reviews.
• Ensure sales targets align with quality benchmarks without compromising compliance.
• Contribute to refining sales QA scorecards, scripts, evaluation frameworks, and SOPs.
• Collaborate with Sales and Training teams to improve onboarding and continuous learning programs.

Required Skills & Competencies

• Strong understanding of BPO/Call Center Sales QA standards and sales methodologies
• Knowledge of sales techniques (upselling, cross-selling, objection handling, closing strategies)
• Excellent listening, analytical, and attention-to-detail skills
• Ability to provide constructive, performance-driven feedback
• Strong reporting, data analysis, and sales performance interpretation skills
• Effective communication and stakeholder coordination abilities

Education

• Bachelor’s degree in Business Administration, Management, Marketing, or a related field (preferred)

Experience

• 1–2 years’ experience as a Sales QA, Senior QA, or Quality Analyst in a sales-driven BPO environment (preferred)

Perks & Benefits

• Competitive base salary with Increment Plans
• Paid public/national holidays
• Paid annual, paternity, and bereavement leave
• Supportive and performance-driven workplace culture

Location: Wapda Town Phase 1
Shift Timing: Night Shift (7:00 PM – 3:30 AM)
Work Schedule: Monday to Friday (Weekends Off)

Job Type: Full-time

Work Location: In person