Responsibilities:

1. Quality Audits:

• Conduct quality audits on customer interactions to ensure adherence to quality

standards and compliance requirements.

• Evaluate the effectiveness of sales interactions and identify areas of improvement.

2. Data Analysis:

• Analyze data from customer interactions to identify trends and areas for

improvement.

• Use data to inform strategies for enhancing sales performance.

3. Feedback and Coaching:

• Provide constructive feedback and coaching to sales executives to help them

improve their performance.

• Develop individualized improvement plans for sales executives based on audit

findings.

4. Collaboration:

• Work closely with the sales team and other stakeholders to implement process

improvements.

• Facilitate communication between the QA team and sales department to ensure

alignment of goals.

5. Reporting:

• Create and maintain quality reports and dashboards to track performance and

improvements.

• Present findings and recommendations to management and stakeholders.

6. Industry Knowledge:

• Stay up-to-date with industry trends and best practices in quality assurance.
• Incorporate new methods and strategies to improve QA processes.

Requirements:

• Bachelors degree or equivalent.

• Minimum of 2 years of experience in the Quality Assurance domain within the BPO

industry.

• Strong analytical and problem-solving skills.

• Excellent communication skills in English, both verbal and written.

• Ability to provide feedback and coaching to sales executives.

• Flexibility to work in a dynamic and fast-paced environment.

Preferred Qualifications:

• Experience with quality management software and tools.

• Understanding of sales processes and strategies.

• Certification in Quality Assurance or a related field.

Technical Requirements:

• Reliable high-speed internet connection (with static IP).

• A dedicated, quiet, and distraction-free workspace at home.

• Desktop / Laptop with a minimum of [i3 processor & 8 GB Ram].

• Headset with microphone for clear communication.