Call Monitoring & Quality Analyst

Quality Analyst - Sales

Location: WFH (1 day WFO-Gurgaon)

Function Related Activities/Key Responsibilities

You will be responsible for monitoring and evaluating sales interactions (calls, chats, and emails) to ensure adherence to sales processes, compliance standards, and customer experience guidelines.

The role focuses on improving sales quality, identifying coaching

opportunities, and supporting the sales team in delivering high-quality customer interactions that drive conversions and customer satisfaction. You will closely be working with the sales team, KAM team, training team and operations to drive sales efficiently.

Your Role at Large

• Call Monitoring & Quality Audits
• Listen to and evaluate recorded sales calls based on defined quality parameters.
• Audit a predefined number of calls per sales representative weekly.
• Score interactions using the sales quality scorecard and document findings.
• Process Compliance
• Ensure sales representatives follow the defined sales process, scripts, and compliance guidelines.
• Identify cases of mis-selling, incorrect information, or process deviations.
• Performance Insights
• Identify recurring quality issues, trends, and training needs.
• Provide actionable feedback to sales managers and training teams.
• Feedback & Coaching Support
• Share structured feedback with sales representatives and managers.
• Participate in coaching sessions and quality improvement initiatives.
• Reporting & Analytics
• Prepare weekly and monthly quality reports.
• Track agent quality scores, common errors, and improvement areas.
• Quality Calibration
• Participate in calibration sessions with sales leadership to ensure scoring consistency.
• Update scorecards and audit guidelines as the sales process evolves.

Required Skills & Qualifications

• Bachelors degree in Business, Communications, or related field.
• 1-3 years of experience in Quality Assurance, Sales QA, or Call Center QA.
• Strong understanding of sales processes and customer interaction quality.
• Excellent listening, analytical, and communication skills.
• Ability to provide constructive and actionable feedback.
• High attention to detail and strong documentation skills.
• Proficiency in spreadsheets and reporting tools.
• Preferred Qualifications
• Experience working in a sales call center or inside sales environment.
• Familiarity with CRM systems and call recording platforms.
• Exposure to quality frameworks and call audit methodologies.
• Behavioral Competencies
• Strong analytical thinking
• Objectivity and fairness in evaluations
• Coaching mindset
• Ability to collaborate with sales managers and training teams
• Strong organizational and time management skills