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 issu...