Quality Analyst

Quality Analyst

**Job description**

As a Quality Analyst for our tele-sales team, you will be responsible for monitoring and evaluating the quality of outbound sales calls, providing constructive feedback to agents, and implementing improvement strategies to enhance overall team performance. You will work closely with the tele-sales managers to develop and maintain quality assurance standards and procedures, ensuring compliance with company policies and industry regulations.

Key Responsibilities:

- Monitor and evaluate outbound sales calls to assess agent performance and adherence to quality standards.
- Identify areas for improvement in sales techniques, product knowledge, and customer interactions.






- Provide timely and constructive feedback to agents, coaching them on best practices and areas for development.
- Develop and implement quality assurance initiatives and performance improvement plans.
- Conduct regular audits of sales processes and documentation to ensure accuracy and compliance.
- Collaborate with telesales managers to identify training needs and develop training materials and programs.
- Analyze data and trends to identify patterns and opportunities for process improvement.
- Prepare and present reports on quality metrics and performance trends to management.

Qualifications:

- Bachelor's degree in business, marketing, or a related field (preferred).
- Proven experience as a quality analyst or similar role in a telesales or customer service environment.
- Strong understanding of sales processes and techniques.
- Excellent analytical and problem-solving skills.
- Exceptional attention to detail and ability to multitask.






- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Proficiency in Microsoft Office and CRM software.
- Certification in quality management (e.g., Six Sigma) is a plus.

**Salary**: AED3,500.00 - AED4,500.00 per month