कॉल क्वालिटी एनालिस्ट

Job Summary

The Quality & Training Executive is responsible for monitoring calls, identifying areas of improvement, and delivering product and sales training for call center agents. This role ensures that customer interactions meet company standards and that all agents stay updated on product knowledge and sales skills.

Key Responsibilities

1. Call Monitoring & Quality Assurance

• Monitor inbound and outbound calls to evaluate agent performance.

• Assess call quality based on accuracy, customer service, product knowledge, and compliance.

• Provide detailed feedback and improvement plans to agents.

• Report quality trends and insights to management on a weekly/monthly basis.

2. Product Training

• Conduct onboarding product training for new hires.

• Train agents on product updates, new features, and policy changes.

• Prepare and update training materials, manuals, and guides.

3. Sales Refresher Training

• Conduct periodic refresher sessions on sales techniques, objection handling, and scripts.

• Identify training needs based on call monitoring results.

• Support agents with coaching to improve conversion rates and sales performance.

4. Documentation & Reporting

• Maintain training attendance records, assessment scores, and performance reports.

• Track progress of agents and recommend further coaching or intervention when needed.

5. Collaboration

• Work closely with team leaders and operations to address performance gaps.

• Provide input to improve scripts, processes, and customer experience.

Qualifications

• Minimum 1–2 years of experience in a call center quality or training role.

• Strong communication and presentation skills.

• Good understanding of sales processes and customer handling.

• Ability to analyze performance data and give clear feedback.

• Organized, proactive, and able to manage multiple tasks.

Skills Needed

• Call Quality Evaluation

• Training & Facilitation

• Sales Techniques

• Coaching & Feedback

• Documentation & Reporting

• Product Knowledge Management

• इस फुल टाइम टेलीसेल्स / टेलीमार्केटिंग Job में 1 - 3 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।