The Sales Quality Analyst is responsible for monitoring and evaluating agent-customer sales interactions to ensure they meet compliance, quality, and performance standards. This role is essential for driving continuous improvement, ensuring calls are handled with professionalism and accuracy, and supporting agents for success within the sales/reactivation environment.

Core Responsibilities

• Quality Evaluation and Auditing: Review and assess calls/interactions to ensure compliance, consistency, and high customer experience standards. This includes performing Quality Audits on a targeted sample of interactions to check policy adherence, closure rates, and scrub performed customer satisfaction (CSAT) or Net Promoter Score (NPS).
• Strategic Coaching and Feedback: Provide constructive feedback to agents to discuss their QA score, opportunities, and celebrate wins. Document all coaching sessions and next steps to track agent development and ensure accountability.
• Trend Analysis & Reporting: Generate detailed quality reports, maintain records, and identify recurring or systemic issues by leveraging evaluation data. Provide inputs, based on audits, for briefings and training need identification.
• Compliance Oversight: Ensure agents follow all legal and internal compliance requirements during sales calls.
• Dispute Resolution (If applicable): Act as the final judge when an Agent challenges a score, reviewing the interaction, providing human context, and adjusting scores if a nuanced detail was missed.
• Continuous Improvement: Partner with coordinators or management to continuously refine the AI's grading rubric or process standards as business goals change. Suggest process and system improvements based on common customer concerns or identified defects.
• Ad Hoc Tasks: Support quality-related projects, process improvements, or other tasks as assigned by management.

Key Performance Indicators (KPIs)

• QA Score Validation Accuracy.
• Average QA score for successful calls (e.g., resulting in a sale/reactivation).
• Dispute Audit Accuracy (confirming the original evaluation was correct).
• Improvement in agent QA performance post-coaching.
• Timely completion of QA reports and feedback cycles.