Job Title: Quality Analyst Manager – Call Center (Telesales)
Organization: Chandigarh University
Location: Gharuan, Mohali, Punjab
Employment Type: Full-Time | Permanent
Work Mode: On-site
Shift: Day Shift (9.30 to 5.30)
Salary: hike on last
Role Overview
We are looking for an experienced and performance-driven Quality Analyst Manager to lead the quality function for telesales operations. The role involves managing a team of Quality Analysts, ensuring adherence to quality standards, and driving continuous improvement through structured audits, feedback, and coaching. The ideal candidate should have strong leadership skills and a data-driven approach to quality management.
Key Responsibilities
1. Quality Management & Call Auditing
- Oversee and manage inbound and outbound call auditing processes
- Ensure adherence to quality standards, compliance policies, and sales scripts
- Review and validate audit scores to maintain consistency and accuracy
- Monitor key quality KPIs and drive performance improvement initiatives
2. Team Leadership & Development
- Manage and lead a team of 5 Quality Analysts to ensure high performance and productivity
- Conduct regular calibration sessions to maintain evaluation consistency
- Provide coaching, mentoring, and performance feedback to QA team members
- Set targets, track performance, and conduct regular team reviews
3. Feedback & Coaching
- Design and implement structured agent feedback and coaching programs
- Partner with Team Leaders to improve agent performance and quality scores
- Identify training needs and coordinate with L&D teams
- Drive improvement in sales conversion and customer interaction quality
4. Reporting & Data Analysis
- Analyze audit data and identify trends, gaps, and opportunities
- Prepare MIS reports, dashboards, and performance insights for management
- Recommend data-driven strategies to improve quality and sales outcomes
5. Process Improvement & Compliance
- Develop and enhance quality frameworks, scorecards, and SOPs
- Ensure compliance with internal policies and regulatory standards
- Lead quality improvement and process optimization initiatives
- Collaborate with cross-functional teams for continuous improvement
Eligibility Criteria
- Graduate in any discipline
- 6 years of experience in Call Center Quality / Telesales QA
- Prior experience in team handling (minimum 5-member QA team)
Key Skills
- Quality Auditing & Call Monitoring
- Team Management & Leadership
- Sales KPI Understanding
- Data Analysis & MIS Reporting
- Coaching & Performance Improvement
- Stakeholder Management
Personal Attributes
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Analytical and detail-oriented mindset
- Ability to manage multiple priorities effectively
- Result-driven and proactive approach
What We Offer
- Leadership role with growth opportunities
- Dynamic and performance-driven environment
- Learning and development support
Preferred Candidate Profile
- Experience in telesales or revenue-driven processes
- Proven experience in managing QA teams (minimum 5 members)
- Immediate joiners preferred
Contact Details
Email: [Confidential Information]
Phone: 7814304289
