Manager-QA

Quality Analyst (Manager/Assistant Manager) – Inside Sales (Mutual Fund | Call Auditing & Compliance)

Location: Gurgaon

Experience : 7+ yrs

Working Days: 6 Days a Week

About the Role

We are looking for a Quality Analyst Specialist to join our Inside Sales team in the Mutual Fund domain. (This is not a Software Testing/QA role)**

The ideal candidate will have experience in Call auditing, quality monitoring, compliance checks, and coaching sales advisors to improve customer interactions and overall sales performance.

If you have worked in BFSI, Mutual Funds, Banking, Insurance, BPO, or Voice Process Quality, we'd love to hear from you.

Key Responsibilities

• Conduct quality audits of recorded sales calls to ensure adherence to company and regulatory standards.
• Evaluate customer interactions based on communication, product knowledge, compliance, objection handling, and customer experience.
• Prepare quality reports, identify performance trends, and share actionable insights with stakeholders.
• Provide constructive feedback and coaching to Inside Sales Advisors to improve quality scores.
• Maintain quality scorecards, audit records, and compliance documentation.
• Participate in calibration sessions to ensure consistent quality evaluations.
• Collaborate with Training and Sales Managers to improve team performance.
• Ensure all customer interactions comply with internal policies and regulatory guidelines.

Required Skills

• Experience as a Call Quality Analyst / Sales Quality Analyst in a Voice Process or Inside Sales environment.
• Prior exposure to Mutual Funds, Banking, Insurance, Financial Services, or BFSI is preferred.
• Strong knowledge of call auditing, quality monitoring, and compliance.
• Excellent analytical, reporting, and feedback delivery skills.
• Good communication and stakeholder management abilities.
• Proficiency in Excel and reporting tools.

Preferred Experience

• 1–4 years of experience in Quality Analysis.
• Experience in Mutual Fund or Financial Services will be an added advantage.
• Familiarity with QA scorecards, calibration, coaching, and process improvement.

Why Join Us

• Opportunity to work in a fast-growing financial services organization.
• Direct impact on customer experience and sales quality.
• High-visibility role with opportunities to collaborate across Sales, Training, and Operations teams.
• Performance-driven culture with excellent learning and growth opportunities.

Keywords

• Quality Analyst | Call Quality Analyst | Sales Quality | Voice Process | Inside Sales | Call Auditing | Quality Monitoring | Compliance | Mutual Fund | BFSI | Banking | Insurance | Customer Experience | Coaching | Calibration | Quality Assurance