Quality Analyst
Quality Analyst
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Job Description
Job Title: Quality Analyst (QA) IT Sales
Location: Gurugram
Job Type: Full-Time
Department: Sales & Business Development
Reports To: Quality Manager / Team Lead
Company Profile:
Eazy ERP Technologies Established in 2007 We are a leading provider of enterprise solutions serving over 500 clients worldwide. Ranked among the top 3 DMS software providers in India we specialize in ERP for manufacturing CRM for lead and service management DMS for distribution networks SFA for field force automation and comprehensive loyalty solutions for retailers and influencers. Our mission is to empower businesses with seamless technology integration to enhance efficiency and growth.
Job Summary:
The Quality Analyst (QA) in IT Sales is responsible for monitoring and evaluating sales processes customer interactions and support activities to ensure compliance with quality standards. This role involves assessing sales calls emails and ticket resolutions identifying areas for improvement and ensuring that the team adheres to best practices. The QA works closely with the sales and support teams to streamline processes enhance customer engagement and improve overall efficiency.
Job Responsibilities:
- Review and analyze sales and support interactions such as calls emails and tickets.
- Make sure employees follow company rules service quality standards and processes.
- Check sales and support efforts regularly and give helpful feedback.
- Identify areas where training is needed and offer guidance to improve performance.
- Work with teams to improve sales and customer support strategies.
- Help develop better quality checks faster response times and efficient ticket-handling methods.
- Find process gaps and suggest ways to improve customer interactions.
- Create reports on sales performance customer concerns and service quality.
- Track important metrics like lead conversion rates response times and customer feedback.
- Investigate recurring issues and suggest ways to fix them for continuous improvement.
- Join training sessions coaching programs and meetings to ensure consistency.
- Act as a link between the quality team sales representatives and management.
- Regularly review sales processes and give actionable feedback for improvement
- Monitor customer satisfaction trends and suggest improvements
Qualifications & Skills:
- Bachelors degree in Business Administration Sales or a related field.
- Minimum of 2 years of experience in a Quality Analyst role within IT sales or customer support.
- Strong understanding of sales processes CRM tools and quality assurance methodologies.
- Excellent verbal and written communication skills.
- Attention to detail and ability to provide constructive feedback effectively.
- Proficiency in sales analytics ticketing systems and process optimization.
- Ability to analyze data generate reports and present insights for decision-making.
it sales,written communication,management,customer,ticketing systems,sales processes,training,email,crm tools,cold calling,service quality,domestic sales,bpo,contact centers,customer service
Employment Type
Full Time
