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 Person - Manisha
Contact Number - 9599617067
Pay: From ₹200,000.00 per month
Work Location: In person
