Key Responsibilities Conduct regular audits of inbound and outbound sales calls, chats, emails, and CRM interactions. Evaluate advisor performance against defined quality parameters, process SOPs, sales communication standards, compliance requirements, andcustomer experience expectations. Share structured, actionable feedback with sales advisors and team leaders to improve performance. Identify critical errors, compliance deviations, and customer-impacting gaps; escalate them to the relevant stakeholders promptly. Analyze audit findings and identify recurring trends, root causes, and opportunities for process or training improvement. Prepare daily, weekly, and monthly quality reports and dashboards. Assess key call elements such as greeting, rapport building, need discovery, product/service explanation, objection handling, accuracy, closure, follow- up commitment, and CRM documentation. Conduct call calibrations, call listening sessions with Sales, Training, Operations, and Quality teams to ensure consistent audit standards.
Key Performance Indicators Contribution to sales conversion and customer experience improvement Audit productivity and adherence to audit timelines Quality score improvement across teams Reduction in critical errors and compliance deviations Accuracy and consistency of audits Closure rate of feedback and improvement actions Reduction in repeat customer complaints/escalations Calibration adherence and variance levels
Skills & Competencies Strong listening, observation, and analytical skills. Excellent verbal and written communication skills. Ability to provide constructive, evidence-based feedback. Good understanding of inside-sales processes, call flow, objection handling, and conversion levers. Strong knowledge of customer experience and compliance standards. High attention to detail, accuracy, and process orientation. Ability to identify trends, perform root-cause analysis, and recommend practical solutions. Proficiency in MS Excel/Google Sheets; knowledge of reporting and dashboard tools is an advantage.