Sales Quality Analyst

Job Description

Description

The Sales Quality Analyst will be responsible for ensuring that our sales team adheres to quality standards and best practices. The ideal candidate will analyze customer interactions, provide feedback, and work closely with the sales team to drive quality improvements.

• Coach and develop the agents through detailed and actionable feedback in the QA evaluation form.
• Partner with the SQOs and QA Leads to deliver feedback regarding the customer interaction, including opportunities for improvement as well as calling out trends, gaps and additional needs, based from monitoring or audits.
• Act as a resource and advisor to account and team through various forms of contact monitoring to ensure that agents are adhering to policies and procedures when meeting customers needs and requirements.
• Participate in internal and client calibration sessions.
• Compile daily, weekly and monthly monitoring reports as needed.
• May perform other additional duties and responsibilities as assigned.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• College Undergraduates with at least 2years; associate or diploma courses are accepted
• Minimum of 36 months total BPO experience
• Minimum of 24 months experience either in an inbound/outbound sales program in a BPO setting is required; preferably in digital advertising line of business
• Minimum of 36 months Quality experience in a BPO setting is required; experience must be recent, within the last 6months.
• Must have knowledge on Quality Management framework
• English Proficiency of at least C1