Call Quality Analyst

We are hiring a Quality Assurance Analyst (Sales Calls) to monitor, evaluate, and improve the quality of outbound and inbound sales calls across our BPO operations. The ideal candidate will have strong experience in sales call QA, compliance monitoring, agent performance evaluation, and delivering actionable feedback to improve conversion rates and customer experience.
This role plays a critical part in ensuring sales effectiveness, compliance, and client satisfaction.
Key Responsibilities
Monitor and evaluate sales calls (outbound/inbound) against defined quality standards, scripts, and client SLAs.
Assess agent performance on pitch delivery, objection handling, compliance, product knowledge, and closing techniques.
Ensure adherence to internal SOPs, sales scripts, and regulatory requirements.
Identify quality gaps, sales behavior trends, and compliance risks impacting conversions.
Provide clear, structured, and actionable feedback to sales agents and team leads.<...