Job role : Call Quality Analyst in international BPO(sales )
Shift timings : 4.30 am to 2 pm ( cabs provided)
5 days working
About the Role
We are looking for an experienced and detail-oriented Quality Analyst to drive quality excellence across our International Sales operations. The ideal candidate will be responsible for auditing sales interactions, identifying improvement opportunities, coaching team members, and collaborating with cross-functional teams to enhance overall business performance. The role requires strong analytical abilities, advanced reporting skills, stakeholder management, and a continuous improvement mindset.
Key Responsibility Areas (KRAs)
1. CRM & Data Management Conduct quality audits and evaluate sales interactions against predefined quality standards. Analyze performance data to identify trends, gaps, and improvement opportunities. Maintain accurate audit records, reports, and documentation. Generate actionable insights to support business decision-making. Ensure process compliance and adherence to established quality frameworks. Develop and maintain quality guidelines, SOPs, and process documentation.
2. Collaboration with BD & Marketing Teams Partner closely with Business Development, Operations, and Training teams to improve sales quality and customer experience. Provide regular feedback, coaching, and mentoring to enhance team performance. Collaborate with stakeholders to identify process improvement initiatives. Support content development and quality communication frameworks. Align quality initiatives with business objectives.
3. Tool Proficiency Advanced Excel is mandatory. Candidates should have strong proficiency in: Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Data Validation, Charts, Dashboards, Conditional Formatting) Microsoft Office Suite (Excel, Word, PowerPoint) CRM systems and reporting tools (preferred) Data analysis and reporting techniques Quality audit tools and performance tracking mechanisms
4. Performance Metrics The Quality Analyst will be responsible for monitoring and improving: Audit accuracy and compliance adherence Process efficiency and quality scores Coaching effectiveness and team performance improvements Error reduction and defect prevention Customer experience enhancement Continuous process improvement initiatives
5. Soft Skills The ideal candidate should demonstrate: Strong attention to detail Excellent analytical and problem-solving abilities Outstanding written and verbal communication skills Strong interpersonal and stakeholder management skills Coaching and mentoring capabilities Ability to work collaboratively in a fast-paced environment High ownership and accountability Strong organizational and time-management skills
Preferred Qualifications
2–4 years of experience as a Quality Analyst within an International Sales process.
Prior exposure to sales and upselling environments is highly preferred.
Experience in audit management and quality assurance frameworks.
Ability to independently drive process improvement initiatives.
What We Offer
Competitive and negotiable compensation.
Career growth and upskilling opportunities.
Exposure to Australian markets and global best practices.
Access to advanced tools and platforms.
Collaborative and inclusive work culture.
HR TEAM
VISION TECH
[email protected]
8368356119
Pay: ₹30,000.00 - ₹38,000.00 per month
Benefits:
- Commuter assistance
- Food provided
Work Location: In person
