Quality Assurance & Cold Calling Executive

Company:iTechnolabs

Position: Quality Assurance & Cold Calling Executive

Location: Chandigarh/Mohali

Work Mode: Work from Office

Experience: 3–6 Years

Employment Type: Full-Time

Job Summary

We are looking for a Quality Assurance & Cold Calling Executive who will be responsible for monitoring and evaluating call quality while also handling outbound cold calls to generate potential business opportunities.

The ideal candidate should have strong communication skills, attention to detail, and the ability to identify gaps in conversations and provide constructive feedback.

Key Responsibilities

• Monitor and evaluate sales/cold calls based on defined quality parameters.
• Conduct outbound cold calls to prospective clients and generate business leads.
• Review recorded calls and assess communication, pitch, objection handling, and overall call quality.
• Ensure team members follow the approved calling script, process, and communication standards.
• Identify gaps in calls and provide constructive feedback to the sales team.
• Maintain daily/weekly call quality reports and performance records.
• Track calling performance, including call volume, connect ratio, lead quality, and conversions.
• Identify recurring issues and recommend improvements in the calling process.
• Coordinate with the Sales/Business Development team to improve call quality and conversion rates.
• Follow up with prospects and maintain accurate records in the CRM.
• Meet assigned calling and lead-generation targets.
• Ensure professional communication and proper handling of customer objections.

Required Skills

• Excellent verbal and written communication skills.
• Strong English communication skills.
• Good understanding of cold calling and lead-generation processes.
• Experience in call monitoring/quality assurance will be an advantage.
• Strong analytical and listening skills.
• Good knowledge of MS Excel/Google Sheets and CRM tools.
• Ability to provide clear and constructive feedback.
• Target-oriented and self-motivated.
• Good interpersonal and problem-solving skills.

Preferred Experience

• Experience in BPO, KPO, B2B Sales, Lead Generation, or International Calling will be preferred.
• Candidates with experience in call quality monitoring + outbound calling will be given preference.

Key Performance Indicators (KPIs)

• Call Quality Score
• Number of Calls Monitored
• Outbound Calls Completed
• Qualified Leads Generated
• Call-to-Lead Conversion
• Follow-up Effectiveness
• Process & Script Compliance
• Team Performance Improvement

Interested Candidate's Can Apply Here

HR Department

Email: [HIDDEN TEXT]