Customer Support Executive

Job Description: Quality Analyst (QA) – BPO Sales Calling

Position Overview:

The Quality Analyst (QA) for BPO Sales Calling is responsible for monitoring, analyzing, and improving the quality of sales calls to ensure compliance with company policies, customer satisfaction, and sales performance standards. The QA will provide feedback, conduct call audits, and collaborate with the sales team to enhance overall call quality and customer experience.

Key Responsibilities:

- Call Monitoring & Evaluation:

- Monitor and evaluate inbound and outbound sales calls to assess call quality, adherence to scripts, and compliance with company and regulatory standards.

- Identify areas of improvement and ensure agents follow best practices.

- Quality Assurance & Compliance:

- Ensure that agents maintain professionalism, product knowledge, and follow sales guidelines.

- Identify gaps in compliance with company policies and industry regulations.

- Feedback & Coaching:

- Provide constructive feedback and coaching sessions to sales agents based on call evaluations.

- Collaborate with team leaders to develop action plans for improvement.

- Reporting & Analysis:

- Prepare reports on call quality scores, agent performance trends, and areas needing improvement.

- Provide insights to management to enhance sales strategies and training programs.

- Training & Development:

- Assist in training new hires on quality standards and sales call handling.

- Conduct periodic refresher training sessions for existing agents.

- Customer Satisfaction & Issue Resolution:

- Identify customer pain points and suggest solutions to improve overall customer satisfaction.

- Recommend process improvements to enhance sales effectiveness and customer engagement.

Required Skills & Qualifications:

- Proven experience as a Quality Analyst or similar role in a BPO sales environment.

- Strong understanding of sales techniques, customer service, and call center operations.

- Excellent communication, analytical, and problem-solving skills.

- Ability to provide constructive feedback and mentor sales agents.

- Familiarity with quality assurance tools and call monitoring software.

- Knowledge of BPO industry standards and compliance requirements.

- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and CRM systems.

Preferred Qualifications:

- Bachelor's degree in Business, Communications, or a related field.

- Experience in the BFSI, Telecom, or E-commerce sector (preferred).

- Certification in Quality Assurance (e.g., Six Sigma, COPC) is an added advantage.

Work Schedule & Location:

- Full-time role with shifts based on business requirements.

- Work from office/work from home options as per company policy.

• It is a Full Time कस्टमर सपोर्ट / टेलिकलर job for candidates with 6 months - 1 years of experience.

More about this Customer Support Executive job

1. What is the eligibility criteria to apply for this Customer Support Executive job?
   Ans: The candidate should be 12वी पास आणि त्याहून अधिक and above with 6 months - 1 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹12000 - ₹15000 दरमहा that depends on your interview. It's a फुल टाईम job in Mumbai.
3. How many working days are there for this Customer Support Executive job?
   Ans: This Customer Support Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Executive job?
   Ans: No, there is no fee applicable for applying this Customer Support Executive job and during the employment with the company, i.e., FINIRIO MARKETING.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Executive role?
   Ans: There is an immediate opening of 3 Customer Support Executive at FINIRIO MARKETING
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this कस्टमर सपोर्ट / टेलिकलर job.
8. What are the timings of this Customer Support Executive job?
   Ans: This Customer Support Executive job has Day Shift.