Key Responsibilities
- Monitor, audit, and evaluate US PPC Tech Sales & Support calls as per the quality framework.
- Assess agent performance based on communication skills, sales techniques, technical accuracy, compliance, and customer handling.
- Provide detailed feedback and coaching to agents and Team Leaders to improve overall performance.
- Identify quality gaps, recurring errors, and training requirements.
- Prepare daily, weekly, and monthly quality reports and performance dashboards.
- Conduct calibration sessions with Operations and Training teams to ensure scoring consistency.
- Track quality KPIs and recommend process improvements.
- Ensure adherence to company SOPs, client guidelines, and compliance requirements.
- Support new-hire nesting and quality improvement initiatives.
- Analyse customer interactions to improve conversion rates and customer satisfaction.
Required Skills
- 1–3 years of experience as a Quality Analyst in an International BPO.
- Experience auditing US Tech Sales & Technical Support calls is mandatory.
- Strong understanding of sales call evaluation, objection handling, and quality parameters.
- Excellent verbal and written English communication skills.
- Strong analytical skills with attention to detail.
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
Work Location: In person
