Quality Analyst Executive

• Audit calls chats virtual video sessions & Sales processes as per the process requirements and provide constructive feedback on areas of improvement and strength.
  
• Help the new hires and weak performers speed up the learning curve.
  
• Participates in the design of call monitoring formats and quality standards.
  
• Recommend implement and monitor preventative and corrective actions to ensure quality standards are achieved.
  
• Prepares and analyzes internal and external quality reports for management staff review and also maintain and publish Design and create weekly & monthly quality reports and scorecards for every sales representative.
  
• Provide action plans for those that fall below expectations.
  
• Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.
  
• Unearth root cause of problems possible solutions and provide actionable insight for performance improvements.
  
• Conduct refresher training for weak performers.
  
• Keep a track of good calls / bad calls for training and call calibrations.
  

• Conduct daily call audit of at least 20 calls capture evaluation of calls on the required format
  
• Spend 3 hours a day across teams and give spot feedback on calls to the Sales Agent/ Team
  
• Increase quality score and sales conversion rate
  
• Present Monthly Quarterly and Yearly Assessments of the Team s performance.
  

• Experience: Minimum 1 year in quality 2 year is sales
  
• A bachelor s / master s degree
  
• Experience in quality inspection and auditing
  
• Excellent communication skills both written and verbal.
  
• Experience with sales quality and quality is a must.
  
• Strong excel skills.
  
• Strong analytical and problemsolving skills.
  
• Meticulous attention to detail.
  

The candidate must be residing in Mumbai