Quality Analyst – Sales Process
RAPSYS TECHNOLOGIES PTE. LTD.Malaysia, Malaysia15 hari lalu
Penerangan pekerjaanIdentify areas of improvement in agent performance and provide timely feedback Maintain detailed reports and QA scorecards for individual and team Collaborate with sales team leaders and trainers to improve training and Conduct root cause analysis of recurring quality issues and suggest process Assist in creating and updating quality guidelines, checklists, and process Participate in calibration sessions with stakeholders to align on quality Ensure sales agents follow ethical practices, regulatory guidelines, and achieve Track KPIs like Quality Scores, Conversion Accuracy, Compliance Adherence, Strong analytical and observation skills. Knowledge of sales techniques and customer handling skills. Excellent written and verbal communication. Proficiency in QA tools and CRM systems. Detail-oriented and organized. Ability to provide constructive feedback in a professional manner. Understanding of compliance and call quality standards in sales processes
Preferred Qualifications : Graduate in any discipline.
Minimum 2 year of experience as a QA in a sales process (preferably in a BPO environment).
Salary – Up-to 35k
Key Responsibilities :
- Monitor and evaluate sales calls to ensure adherence to process scripts,
compliance, and quality standards.
and coaching.
performance.
onboarding processes.
enhancements.
documentation.
standards.
customer satisfaction.
and Call Handling Behaviour.
Key Skills & Competencies :
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Quality Analyst • Malaysia, Malaysia
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