Job Description

:Job Title: Quality Analyst - Sales ProcessLocation- Gurgaon (WFO)Roles and Responsibilities:Develop and maintain internal support and call center quality standardsReview a subset of sales agents' interactions (calls, emails, chats, etc.)Provide meaningful and constructive feedback on evaluationsDiscuss and explain feedback with agents in regular meetingsCreate strategies to improve support KPIsAssist agents in enhancing their performance through specific guidance and ongoing supportIdentify training and onboarding needs and initiate related projectsGenerate reports that reflect support performanceReport the support teams performance to senior managementParticipate in calibration sessions to ensure consistency in internal evaluationsContribute positively to team cultureAn ideal candidate should have:Minimum 2 years of hands-on experience in quality assurance within customer service or salesProven track record of analytical skillsStrong communication skills, including the ability to deliver (negative) feedback effectivelyExcellent people skills and the ability to build rapportGood organizational skills and knowledge of goal-setting practicesExperience with data visualization and understanding of support metricsProblem-solving capabilities to create meaningful strategies to improve support qualityPerks and Benefits:Opportunity to work on a highly critical role, which will have a direct and big impactA learning environment with supports looking at problems in unique waysCollaborative and diverse team which values mutual respect and clear communicationChallenging work so that you can keep your brain healthyThe Successful Applicant:Fast, focused and committed individuals with an ability to work in a diverse teamPassionate about creating something big & impactful

Expertia AI Technologies