Job Description

Conduct quality evaluations for calls, chats, emails, or workflow tasks. 100% Audits for all Sales Lead Won Score interactions using established QA standards and provide clear, data-driven feedback. Facilitate 1:1 coaching sessions and create personalized improvement plans. Track performance trends and highlight recurring issues or knowledge gaps. Participate in calibration sessions to ensure scoring accuracy and consistency. Collaborate with Operations, Training, and Quality teams to support process improvements. Maintain documentation of evaluations, coaching actions, and follow-up progress. Prepare regular reports on quality metrics, trends, and recommended actions. Audit Prospective Leads closed as Lost Weekly and Monthly TNI Lead Analysis

Required Qualifications

Bachelor's degree or equivalent experience. 2-5 years in Quality Assurance, Coaching and from Sales Process only Strong communication, coaching, and analytical skills. Familiarity with QA tools, CRM platforms and Excellent Excel Skills Ability to provide objective, constructive, and actionable feedback.

Preferred Qualifications

Experience in contact centers, BPO, or customer experience operations. Knowledge of continuous improvement methodologies Experience developing QA forms, SOPs, or training materials. Worked on Tools like Ozonetel, Guopshup and Zoho CRM

Key Competencies

Coaching & Mentoring Attention to Detail Active Listening Analytical Thinking Problem Solving Communication Skills Continuous Improvement Mindset
Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹700,000.00 per year

Benefits:

Provident Fund
Work Location: In person