Quality Analyst

Job Description: Quality Analyst Customer Support & Sales

Position Overview.

Quality Analyst (QA) Support & Sales is responsible for evaluating, monitoring, and optimizing customer interactions across multi-channel customer service and inbound/outbound sales environments. The QA ensures that advisors seamlessly blend empathetic problem-solving with effective consultative selling techniques, compliance adherence, and revenue conversion. This role bridges operations, training, and sales leadership to drive both customer satisfaction (CSAT) and business growth targets (conversion rates, revenue per call, upsell/cross-sell performance).

Key Responsibilities

1. Support & Sales Interaction Auditing

• Omnichannel Audits: Evaluate a quota of customer support contacts (troubleshooting, inquiries) and sales interactions (pitching, objection handling, closing, renewals) across voice, chat, and email channels.
• Sales Technique Adherence: Audit for proper discovery/probing, value proposition positioning, objection handling, cross-selling/upselling, and urgency-building without high-pressure tactics.
• Support & Compliance Standards: Monitor first-contact resolution (FCR), empathy, policy adherence, security verification, and regulatory/disclosure compliance (e.g., pricing accuracy, terms and conditions).
• Calibration Sessions: Lead and participate in regular cross-functional calibration sessions with sales managers, support leads, and clients to ensure alignment on scoring standards.

2. Targeted Feedback & Coaching

• 1-on-1 Coaching: Conduct constructive, data-driven feedback sessions focusing on both service quality and sales conversion behaviors. Help advisors balance customer advocacy with revenue generation.
• Bottom Quartile (BQ) & Sales Pipeline Management: Closely track bottom-performing advisors or those struggling with conversion/quality metrics, establish targeted action plans, and conduct sales roleplay sessions.

3. Root Cause Analysis & Revenue/Process Optimization

• DSAT & Lost-Sales Analysis: Conduct deep-dive audits on Dissatisfied (DSAT) support tickets and lost sales opportunities to isolate gaps in Advisor skills, Customer expectations, Product/pricing friction, and Technical system bugs.
• Conversion Trend Reporting: Analyze sales conversion funnels tied to QA scorecards to identify which talk tracks or chat prompts yield the highest closing rates.
• Training Needs Identification (TNI): Partner with training teams to design refresher modules on product updates, objection handling, and soft-skill execution.

Key Result Areas (KRAs) & Key Performance Indicators (KPIs)

• Evaluation Accuracy & Calibration Score: Consistency of internal QA scores against management/client benchmarks.
• Sales & Service Metric Correlation: Direct impact of QA feedback on key business drivers, including Conversion Rate, Average Order Value (AOV), Upsell/Cross-sell Take Rate, CSAT, and FCR.
• Compliance & Risk Mitigation: Zero tolerance for regulatory breaches, misrepresentation of pricing/products, or skipped verification steps.
• Advisor Development: Measurable performance progression of coached agents and successful graduation of advisors out of BQ programs.

Qualifications & Competencies

• Experience: 2 to 4+ years of experience as a Quality Analyst, Sales Coach, or Subject Matter Expert (SME) in a blended customer support and outbound/inbound sales contact center environment.
• Sales & Service Acumen: Deep understanding of consultative selling methodologies, objection handling, pipeline management, alongside traditional customer support metrics.
• Analytical Mindset: Proficiency in analyzing performance dashboards, linking quality metrics to revenue/CSAT outcomes, and spotting behavioral trends.
• Communication & Coaching Skills: Exceptional interpersonal, verbal, and written skills with a demonstrated ability to motivate advisors to improve both sales performance and service quality.

Role: Sales Operations

Industry Type: BPM / BPO

Department: Sales & customer support

Employment Type: Full Time, Permanent

Role Category: Sales Support & Operations

Education

UG: Any Graduate

Key Skills

Skills highlighted with ‘are preferred key skills

Sales Insurance Operations, customer support

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