Quality Analyst

About the role

As a Quality Auditor you will be responsible for evaluating, monitoring, and assessing the performance of Assissted Growth (Telesales) representatives to ensure adherence to company standards, policies, and customer service protocols. The role involves conducting regular audits of recorded calls/chats, reviewing sales processes, identifying areas for improvement, and
providing constructive feedback to help optimize sales effectiveness, compliance, and customer satisfaction.

Responsibilities

• Review and audit recorded calls/ chats to ensure adherence/compliance with established internal control procedures by examining centres, reports, operating practices, and documentation.
• Deliver detailed and actionable feedback to telesales agents, highlighting strengths and areas for improvement.
• Communicate the audit findings by preparing a final report; identify and promote continuous improvement opportunities in training, process, policies and facilities.
• Enforce adherence to requirements; advising management on needed actions.
• Prepare special audit and control reports by collecting, analysing, and summarising operating information and trends.
• Contribute to team effort by accomplishing related results as needed.
• Maintain focus on data integrity, customer safety and producing work of the highest quality.
• Identify barriers to customer success wherever they originate (tools, training, etc).
• Become an "expert" on support processes and make recommendations towards next steps based on customer experience.
• Collaborate with training teams to identify training needs based on audit results.
• Work closely with team leaders, supervisors, and managers to ensure alignment on performance expectations and the implementation of corrective actions when necessary.

Qualifications

• Any Bachelor's degree.
• At least 1-2 years of prior experience in telesales, customer service, or a related field.
• 1-2 years of prior experience in quality management roles.
• Six Sigma Certification is an added advantage.

Skills Required

Call Audit, Call Monitoring, quality audit