Job Title: Quality Analyst – Voice Process (Sales BPO)
Location: Delhi / Karol Bagh
Job Summary:
We are looking for an experienced Quality Analyst for a Voice Process (Sales) in a BPO environment. The candidate should have strong expertise in call auditing, 7 QC tools, and calibration processes, along with the ability to drive performance improvement and revenue growth through actionable insights.
Key Responsibilities:
- Monitor and evaluate inbound and outbound sales calls as per quality standards
- Conduct regular call audits and provide detailed feedback to agents
- Perform call calibration sessions with internal teams and stakeholders
- Handle pre-briefing and post-briefing sessions with agents to improve performance
- Ensure adherence to sales scripts, compliance, and customer handling guidelines
- Identify gaps in agent performance and recommend training needs
Quality & Process Improvement:
- Utilize 7 QC Tools (Check Sheet, Fishbone Diagram, Pareto Chart, Histogram, Control Chart, Scatter Diagram, Flowchart) for root cause analysis
- Analyze call data and identify trends impacting quality and sales conversion
- Provide actionable insights and improvement plans
Business Impact & Revenue Contribution:
- Suggest process improvements that enhance sales performance
- Share ideas and strategies that contribute to revenue generation for the organization
- Track impact of quality initiatives on conversion rate and revenue growth
Reporting & Documentation:
- Maintain QA scorecards and reports
- Prepare daily, weekly, and monthly quality reports
- Share dashboards and performance insights with management
Requirements:
- Minimum 1–3 years of experience as a Quality Analyst in BPO (Sales Voice Process)
- Mandatory knowledge of 7 QC Tools
- Strong experience in call calibration, call auditing, and feedback sessions
- Experience in handling pre and post briefing sessions
- Good analytical and communication skills
- Ability to work in a fast-paced sales environment
Preferred Skills:
- Strong understanding of sales metrics (conversion rate, AHT, etc.)
- Experience in revenue-driven quality strategies
- Proficiency in MS Excel / reporting tools
Salary: As per industry standards
How to Apply:
Interested candidates can share their resume at 9773743345.
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
