Quality Analyst - US Outbound Sales

Quality Analyst – US Outbound Sales

Location: Mohali (On-site)

Shift: US Night Shift

Experience: 2-4 years in BPO quality analysis, preferably in US Outbound Sales

Role Overview:

As a Quality Analyst, you will be responsible for evaluating outbound sales calls to ensure compliance with client guidelines, regulatory standards, and internal quality benchmarks. You will provide actionable feedback to agents and team leads to enhance call quality, improve customer experience, and drive sales effectiveness.

Key Responsibilities:

• Conduct thorough call monitoring and evaluations against defined scorecards
• Identify trends, gaps, and areas for improvement in agent performance
• Provide timely and constructive feedback to agents and team leads
• Collaborate with Training and Operations teams to address quality issues
• Ensure adherence to US compliance and regulatory requirements
• Participate in regular calibration sessions with team leads and managers
• Prepare detailed quality reports and present findings to stakeholders
• Support continuous quality improvement initiatives to enhance outbound sales processes

Requirements:

• Minimum 2 years' experience as a Quality Analyst in a US Outbound Sales BPO environment
• Strong understanding of US sales processes, compliance, and customer service standards
• Excellent communication and interpersonal skills
• Attention to detail with strong analytical and problem-solving abilities
• Proficiency in quality monitoring tools and MS Office applications
• Ability to provide constructive feedback and drive performance improvements
• Familiarity with US calling regulations and data privacy laws
• Graduate degree preferred

Perks & Benefits:

• Rewards and recognition programs
• Transport facility provided
• Excellent work culture with structured processes
• Career growth opportunities