Quality Analyst

Introduction:

We at Ketto, are looking for a Quality Analyst to join our Quality Department. The QA in a sales process focuses on monitoring, evaluating, and enhancing the quality of customer interactions and sales performance. They collaborate closely with the sales team to ensure that the process is efficient, compliant, and customer-centric, ultimately contributing to the overall success of the sales operation.

Roles and Responsibilities:

1. Call Monitoring and Evaluation: Quality Analysts often monitor and evaluate sales calls or interactions

between sales representatives and customers. They assess whether the sales representatives adhere to

scripting guidelines, handle objections effectively, and provide accurate and comprehensive information

to customers.

2. Performance Metrics: QA professionals track and analyze key performance metrics for the sales

team. This could include metrics such as conversion rates, average handle time, customer satisfaction

scores, and more. They use these metrics to identify areas of improvement and suggest strategies for

enhancing sales performance.

3. Quality Assurance Standards: QA Analysts help establish and maintain quality assurance standards

for the sales process. They work with the sales team to develop best practices, guidelines, and training

materials to ensure consistent and high-quality customer interactions.

4.Feedback and Coaching: After evaluating sales interactions, Quality Analysts provide constructive

feedback to sales representatives. They highlight areas where improvements can be made and offer

guidance on how to enhance communication, product knowledge, objection handling, and overall sales

skills.

5. Training and Development: QA professionals contribute to the training and development of sales

team members. They might conduct training sessions, workshops, or one-on-one coaching sessions to

help sales representatives improve their skills and stay updated on product knowledge and sales

techniques.

6.Process Improvement: Quality Analysts collaborate with the sales management team to identify

process bottlenecks, inefficiencies, and areas for improvement. They may suggest changes to scripts,

procedures, or technology tools used in the sales process to optimize performance.

7.Compliance and Regulations: In some industries, sales processes need to adhere to specific

regulations and compliance standards. QA Analysts ensure that sales representatives are following these

regulations, which could include things like consumer protection laws, data privacy regulations, and

industry-specific guidelines.

8.Data Analysis: Quality Analysts analyze data related to sales performance and customer interactions.

They identify trends, patterns, and opportunities for improvement based on the data, and then use these

insights to make informed recommendations to enhance the sales process

.9.Root Cause Analysis: When issues or challenges arise within the sales process, QA Analysts conduct

root cause analysis to determine the underlying reasons. This helps in addressing the core issues rather

than just treating symptoms.

10. Documentation and Reporting: QA professionals maintain detailed records of their evaluations,

feedback, and recommendations. They create reports that provide insights into the overall quality of the

sales process and the performance of individual sales representatives.

Eligibility Criteria:

1. Minimum HSC
2. Minimum 2 years of experience as a QA in Insurance Domain

Perks and benefits

1. Attractive pay package on par with industry standards

2. Flexible and meritocratic work culture

3. Work environment aligned with diversity and inclusion parameters

4. Individuals professional & personal growth via learning & development programs.

Interested Candidates can connect with Sagar Panjabi :- 8425943992 or mail me on ID : sagar.panjabi@ketto.org