Job Description

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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
An ideal candidate should have:
Minimum 2 years of hands-on experience in quality assurance within customer service or sales
Proven track record of analytical skills
Strong communication skills, including the ability to deliver (negative) feedback effectively
Excellent people skills and the ability to build rapport
Good organizational skills and knowledge of goal-setting practices
Experience with data visualization and understanding of support metrics
Problem-solving capabilities to create meaningful strategies to improve support quality
Perks and Benefits:
Opportunity to work on a highly critical role, which will have a direct and big impact
A learning environment with supports looking at problems in unique ways
Collaborative and diverse team which values mutual respect and clear communication
Challenging work so that you can keep your brain healthy
The Successful Applicant:
Fast, focused and committed individuals with an ability to work in a diverse team
Passionate about creating something big & impactful