Quality Analyst â Sales & Retention
Quality Analyst â Sales & Retention
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1 Vacancy
Job Description
Position Description:
The Quality Analyst for the Sales Customer Retention Team is responsible for monitoring evaluating and providing feedback on the quality of customer interactions to ensure adherence to company standards and client requirements. This role plays a key part in driving continuous improvement in customer experience sales compliance and agent performance by identifying gaps conducting root cause analysis and recommending actionable insights. The Quality Analyst works closely with operations training and leadership to ensure the delivery of excellent customer service and sales retention Responsibilities
Your future duties and responsibilities:
Monitor and evaluate inbound and outbound customer interactions (calls chats or emails) to assess quality compliance and effectiveness of sales retention techniques.
Ensure adherence to scripts regulatory guidelines and client-specific requirements.
Identify trends and common issues and collaborate with team leads and trainers for performance improvement initiatives.
Provide detailed constructive feedback to agents and supervisors in a timely and professional manner.
Develop and maintain QA scorecards calibration sessions and quality standards documentation.
Conduct root cause analysis and recommend corrective actions to address performance issues.
Track and report quality metrics identifying opportunities for coaching upskilling or process enhancements.
Support the development of quality assurance procedures and recommend process improvements for optimal results.
Participate in training and onboarding of new QAs or agents to ensure understanding of quality standards.
Collaborate with cross-functional teams to ensure alignment on quality expectations and continuous improvement.
Required qualifications to be successful in this role:
Minimum of 12 years of quality assurance experience in a contact center preferably within sales or customer retention programs.
Strong understanding of customer service and sales processes in the telecommunications or BPO industry.
Excellent analytical listening and communication skills.
Familiarity with quality monitoring tools call recording systems.
High attention to detail and accuracy in evaluating interactions and documenting results.
Ability to deliver constructive feedback in a clear and supportive manner.
Proficient in MS Office (Excel PowerPoint Word) and quality tracking tools.
Strong organizational and time management skills; ability to manage multiple tasks in a fast-paced environment.
Flexible working in shifts or extended hours when needed.
Skills:
- Customer Service & Support
- English
- Detail-oriented
- Sales Support
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
IC
Employment Type
Full-Time
