Quality Analyst - Telesales Innovation IT Solution FZE LLC

Multiple VacanciesEmployer Active

Posted 20 min ago

Experience

1 - 5 Years

Monthly Salary

AED 4,000 - 6,500 ($1,081 - $1,756)

Job Location

Dubai, Sharjah, Abu Dhabi - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Indian

Gender

Male

Benefits

Perks & Benefits As Per Labour Law

Vacancy

6 Vacancies

Job Description

Roles & Responsibilities

  • Monitor telesales calls and interactions to ensure adherence to scripts, compliance regulations, and quality standards, identifying areas for improvement.
  • Conduct thorough evaluations of telesales agents' performance, providing constructive feedback and coaching to enhance their sales techniques and customer service skills.
  • Analyze call data and performance metrics to identify trends, patterns, and root causes of quality issues, making recommendations for process enhancements.
  • Develop and maintain quality assurance procedures, guidelines, and training materials specific to telesales operations.
  • Collaborate with the training team to design and deliver targeted training programs that address identified skill gaps and improve overall telesales performance.
  • Investigate and resolve customer complaints related to telesales interactions, working to achieve positive outcomes and maintain customer satisfaction.
  • Stay updated on industry best practices, compliance requirements, and emerging trends in telesales to ensure the quality assurance program remains relevant.
  • Prepare and present regular reports on quality performance, including key metrics, trends, and recommendations for improvement to management.
  • Participate in calibration sessions with other quality analysts and stakeholders to ensure consistent evaluation and feedback.

Desired Candidate Profile

  • A bachelor's degree in a relevant field (e.g., Business Administration, Communications) or equivalent experience.

  • Minimum 2 years of experience in a quality assurance role within a telesales environment, demonstrating a strong understanding of sales processes.

  • Proven ability to analyze call recordings and data, identify performance gaps, and provide actionable feedback to sales agents.

  • Excellent written and verbal communication skills, with the ability to clearly articulate feedback and recommendations.

  • Experience with call monitoring software and CRM systems.

  • Strong knowledge of quality assurance methodologies, tools, and techniques.

  • Demonstrated ability to work independently and as part of a team, managing multiple priorities and meeting deadlines.

  • Exceptional attention to detail and a commitment to accuracy.

  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

  • A proactive and results-oriented mindset, with a passion for driving quality improvements and enhancing the customer experience.

  • Preferred Malayalam Speaking Male Candidate

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Call Centre Auditor
  • Customer Service
  • Call Monitoring
  • Contact Center Quality Analyst
  • Quality Assurance Analyst
  • Team Leading
  • Project Manager
  • Quality Assurance
  • BPO
  • Voice Process
  • International Call Center
  • International BPO
  • CALL AUDIT

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Innovation IT Solution FZE LLC