Quality Analyst ( BPO - sales team, Males only )

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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

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