Job Title: Quality Analyst – International BPO (US/Canada Sales Process)
Job Summary
We are looking for a detail-oriented and performance-driven Quality Analyst to monitor, evaluate, and improve call quality for international voice processes (USA/Canada). The role focuses on compliance adherence, sales effectiveness, customer retention, and conversion optimization while ensuring a high standard of customer experience.
Key Responsibilities
1. Call Quality Monitoring & Evaluation
- Monitor inbound/outbound calls, recordings, and live interactions
- Evaluate calls against defined quality scorecards (compliance + sales KPIs)
- Provide structured and actionable feedback to agents
2. Compliance & Regulatory Adherence (Critical for US/Canada)
- Ensure strict adherence to:
- Do Not Call (DNC) guidelines
- Disclosure statements & call scripting
- Data privacy standards (PCI, customer info protection)
- Flag and escalate compliance breaches immediately
- Maintain audit-ready quality documentation
3. Sales & Conversion Effectiveness
- Evaluate agent performance on:
- Pitch delivery & product positioning
- Objection handling
- Closing techniques
- Track and improve:
- Conversion rate
- Call-to-sale ratio
- Revenue per call
- Identify top-performing sales behaviours and replicate across team
4. Customer Retention & Experience
- Evaluate:
- Rapport building
- Active listening & empathy
- First Call Resolution (FCR)
- Identify missed opportunities for:
- Upselling / cross-selling
- Retention saves
- Ensure customer satisfaction without compromising compliance
5. Negotiation & Objection Handling
- Analyse how agents:
- Handle price objections
- Justify value
- Use negotiation techniques to close deals
- Recommend strategies to improve win rates
6. Coaching & Feedback Delivery
- Conduct regular:
- Call calibrations
- Feedback sessions
- Refresher trainings
- Work closely with Team Leaders to improve bottom performers
- Create agent-wise improvement plans (PIPs if needed)
7. Reporting & Insights
- Prepare daily/weekly/monthly reports on:
- Quality scores
- Compliance errors
- Sales performance gaps
- Share actionable insights with operations & training teams
- Drive continuous improvement initiatives
Key Performance Indicators (KPIs)
- Quality Score (%)
- Compliance Accuracy (Zero tolerance on critical errors)
- Conversion Rate Improvement
- Customer Retention Rate
- Reduction in Repeat Errors
- Coaching Effectiveness
Required Skills
- Strong understanding of US/Canada sales processes
- Knowledge of compliance frameworks (DNC, PCI, call disclosures)
- Excellent listening & analytical skills
- Strong understanding of sales psychology & negotiation techniques
- Ability to give constructive and impactful feedback
- Good communication (verbal & written)
Preferred Experience
- 2–5 years in QA role in International BPO
- Experience in voice sales / outbound dialling process
- Familiarity with:
- Dialler systems
- CRM tools
- Call monitoring software
Contact no: 9650919997(Shobha)
Pay: ₹40,000.00 - ₹45,000.00 per month
Benefits:
- Food provided
- Paid time off
- Provident Fund
Work Location: In person
