Function: [Insert Function]
Department: Telesales/Renewals
Grade applicable: G1B
Role Code: [Insert Role Code]
Reporting to: Associate Manager, Deputy Manager
Location: [Insert Location]
As Quality Analyst – Telesales/Renewals, you will be responsible for independently auditing consultant interactions, standardizing quality checks, and identifying performance gaps. This role involves publishing audit reports, collaborating with stakeholders to address non-compliance, and aligning quality standards with training outcomes. You will play a key role in ensuring consistent service delivery and continuous improvement across the telesales and renewals teams.
Audit & Standardization
- Independently audit consultant calls and interactions.
- Standardize audits to ensure consultants are evaluated against pre-defined benchmarks.
Compliance & Collaboration
- Address non-compliance through structured interventions such as PIPs, warnings, and disciplinary actions.
- Collaborate with team leads and trainers to align quality standards with training outcomes.
Reporting & Analysis
- Analyze audit results and publish reports highlighting performance gaps.
- Manage SIM scores and call record analysis.
Work Experience
1–4 years of experience in quality analysis or call auditing.
Technology Known
- MS Office (Excel, Word, PowerPoint)
- Outlook
Behavioral Traits Required
- Team collaboration
- Communication
- Resilience and compassion
- Empathy, patience, and adaptability
Qualifications
- Graduate or Diploma in any specialization
- No mandatory certifications required
You bring precision, empathy, and a commitment to quality—ensuring consistent service standards and driving continuous improvement across the telesales and renewals function.
