Quality Analyst

Job Description:

• Lead Management:

  • Oversee the intake and entry of leads into the CRM (Customer Relationship Management) system.

  • Ensure accurate and timely distribution of leads among sales representatives based on predefined criteria and assignments.

  • Develop and maintain protocols for lead assignment and distribution to optimize sales efficiency and effectiveness.

• Lead Journey Monitoring:

  • Monitor the entire lead journey from initial contact to conversion identifying opportunities for process improvement and optimization.

  • Evaluate lead interactions and touchpoints throughout the sales process to ensure quality and compliance with company standards.

  • Implement quality controls to track and measure lead conversion rates and outcomes.

• Creation and updation of SOPs:

  • Maintain a dynamic SOP document that is regularly updated based on feedback industry trends and best practices.

  • Conduct ongoing training sessions and workshops to reinforce SOPs and improve sales team proficiency.

• Communication Oversight:

  • Evaluate and assess the quality and effectiveness of communication channels used by sales representatives (e.g. phone calls emails messaging).

  • Provide constructive feedback and recommendations to improve the clarity consistency and impact of sales communications.

  • Collaborate with the sales manager to develop targeted coaching programs aimed at enhancing communication skills.

• Training and Development:

  • Collaborate with sales leadership to develop and deliver training programs focused on lead management communication strategies and sales techniques.

  • Conduct regular training sessions to educate sales teams on best practices compliance requirements and CRM utilization.

  • Create training materials job aids and resources to support ongoing learning and development initiatives.

• Data Analysis and Reporting:

  • Collect analyze and interpret sales data to identify trends patterns and insights related to lead quality conversion rates and sales performance.

  • Generate comprehensive reports and dashboards to communicate key metrics and performance indicators to stakeholders.

  • Present findings and recommendations to sales management and crossfunctional teams to drive datadriven decisionmaking.

• CRM coordination and improvement

  • Work closely with the IT manager to highlight and close all CRM tool gaps and ensure continuous improvement of the tool.

Contact Person: Ami Soni ()