Call Quality Analyst

Job Description – Call Quality Analyst (Sales QA)

Company: Ecom Babu

Position: Call Quality Analyst (Sales QA)

Experience: Minimum 2 Years as a QA in Sales / BPO / Tele-Sales

Job Location: Andheri East, Mumbai

Employment Type: Full-Time

About the Role

Ecom Babu is looking for an experienced Call Quality Analyst (Sales QA) who can monitor, evaluate and improve the quality of sales calls handled by our tele-sales team.

The candidate will be responsible for evaluating sales calls, identifying gaps in sales conversations, ensuring process and script adherence, and providing actionable feedback to improve call quality, customer handling and sales conversion.

Key Responsibilities

- Monitor and evaluate inbound and outbound sales calls.

- Conduct regular call audits as per defined QA parameters.

- Evaluate sales executives on:

- Opening & introduction

- Requirement/discovery questions

- Ecom Babu business explanation

- Product/service knowledge

- Pitch quality

- Objection handling

- Pricing communication

- Follow-up commitment

- Closing skills

- Call etiquette and professionalism

- Ensure sales executives follow the approved sales script and process.

- Identify incorrect commitments, misleading information and process deviations.

- Prepare daily/weekly/monthly QA reports and call-quality scores.

- Provide constructive feedback to individual sales executives.

- Identify common mistakes and recommend corrective training.

- Work closely with the Sales Team Leader and Trainer to improve team performance.

- Conduct calibration sessions with Team Leaders and management.

- Track recurring quality issues and prepare improvement plans.

- Monitor whether leads are being properly qualified and followed up.

- Evaluate CRM/data entry and disposition accuracy, wherever applicable.

- Escalate serious quality issues to management.

- Maintain proper documentation of call audits and feedback.

Key Quality Parameters

The QA should evaluate calls based on parameters such as:

1. Communication Skills

Clear, confident and professional communication.

2. Product Knowledge

Correct explanation of Ecom Babu's business model, services, plans and process.

3. Need Discovery

Ability of the salesperson to understand the customer's business requirements and expectations.

4. Sales Pitch

Proper presentation of the Ecom Babu opportunity and benefits.

5. Objection Handling

Ability to handle objections related to price, trust, business model, GST, marketplace selling, investment, etc.

6. Process Adherence

Following the approved sales process and script.

7. Customer Handling

Professional, respectful and solution-oriented approach.

8. Closing & Follow-Up

Proper call-to-action, next step and follow-up commitment.

9. Compliance & Accuracy

No false promises, incorrect information or unauthorized commitments.

Required Skills

- Minimum 2 years of experience as a QA in Sales / Tele-Sales / BPO / Call Centre.

- Strong understanding of sales-call quality parameters.

- Experience in B2B / Inside Sales will be preferred.

- Good understanding of sales funnels and lead qualification.

- Excellent listening and analytical skills.

- Strong communication and feedback skills.

- Good knowledge of Excel / Google Sheets.

- Ability to prepare QA reports and performance dashboards.

- Ability to identify sales gaps and recommend practical solutions.

- Strong attention to detail.

- Hindi/Hinglish communication skills are required.

- Knowledge of CRM and call-monitoring software will be an advantage.

Preferred Candidate

Candidate should have hands-on experience in:

Sales QA + Tele-Sales + B2B Sales + Call Monitoring + Objection Handling + Sales Process Auditing

Experience in an e-commerce, digital business, marketplace, SaaS, BPO or inside-sales environment will be an added advantage.

KPIs

- Call Quality Score

- Number of Calls Audited

- QA Audit Accuracy

- Script/Process Adherence

- Critical Error Identification

- Feedback Completion

- Reduction in Repeated Sales Errors

- Improvement in Sales Conversion Quality

- Customer Handling Quality

Reporting

Reports To: Sales Manager / Management

Works Closely With:

Sales Team Leader | Sales Executives | Trainer | Management

Candidate Profile

We are looking for someone who can go beyond simply giving a score to calls. The candidate should be capable of identifying why a sales executive is losing a customer and what exactly needs to be improved in the call.