Job Description
Job Description:
Job Title: Quality Analyst - Sales Process
Location- Gurgaon (WFO)
Roles and Responsibilities:
Develop and maintain internal support and call center quality standards
Review a subset of sales agents' interactions (calls, emails, chats, etc.)
Provide meaningful and constructive feedback on evaluations
Discuss and explain feedback with agents in regular meetings
Create strategies to improve support KPIs
Assist agents in enhancing their performance through specific guidance and ongoing support
Identify training and onboarding needs and initiate related projects
Generate reports that reflect support performance
Report the support teams performance to senior management
Participate in calibration sessions to ensure consistency in internal evaluations
Contribute positively to team culture
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