Call Quality Analyst

We are hiring a Call Quality Analyst (QA) – Telecalling Sales Process to monitor, audit, and improve the quality of outbound sales calls in a BPO environment.

This role requires hands-on experience in call monitoring, sales process auditing, CRM tagging verification, and conducting structured training sessions for telecalling teams.

🎯 Key Responsibilities

• Monitor and audit outbound telecalling sales calls daily

• Ensure script adherence and process compliance

• Identify mis-selling, false commitments, and policy violations

• Verify CRM tagging and call disposition accuracy

• Detect call avoidance and improper lead handling

• Maintain structured QA scorecards and reports

• Conduct refresher training and roleplay sessions

• Improve objection handling and closing skills

• Share weekly quality performance reports with management

✅ Required Experience

• Minimum 1–3 years experience in BPO QA (Voice Process)

• Experience in sales call auditing is mandatory

• Strong understanding of telecalling sales process

• Experience conducting training sessions preferred

• Knowledge of CRM systems and quality scorecards

🔎 Candidate Profile

• Must have worked in Domestic BPO / Voice Process

• Strong listening and analytical skills

• Confident in giving structured feedback

• Comfortable handling 30–40 call audits per day

• Work From Office – New Delhi

📍 Job Details

Location: Defence Colony, New Delhi

Type: Full Time (6 Days Working)

Salary: Fixed + Performance Incentive

Candidates without prior BPO voice process QA experience should not apply.