Quality Analyst Sales Process (with Training Responsibilities)

Job Title: Quality Analyst – Sales Process (with Training Responsibilities)

Location: Sector 48, Gurugram (Badshahpur), Haryana

Department: Sales / Quality Assurance

Reports To: Operations Manager

Position Summary

We are seeking an experienced Quality Analyst with training capabilities to support and enhance our sales operations in the Australian market. The ideal candidate will be responsible for auditing sales interactions, maintaining compliance with Australian standards, and delivering effective training programs that align with business goals.

This dual-role position will ensure that both new and existing sales team members uphold high standards of quality, customer service, and regulatory compliance.

Key Responsibilities

Quality Assurance

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Monitor and assess outbound/inbound sales calls to evaluate performance against company standards and Australian compliance regulations.

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Use established QA scorecards to measure effectiveness, objection handling, customer experience, and adherence to ACCC and Telecommunications Industry Ombudsman (TIO) guidelines.

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Conduct regular calibration sessions to ensure consistent and unbiased evaluation across the compliance team.

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Provide timely, constructive feedback and coaching to sales agents and team leaders.

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Collaborate with compliance and legal teams to identify, flag, and report potential compliance risks or breaches.

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Prepare and present weekly/monthly quality reports and insights to senior management and stakeholders.

Training & Development

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Design and deliver training sessions for onboarding, process updates, sales techniques, product knowledge, and compliance.

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Conduct refresher and corrective training sessions based on audit findings and performance trends.

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Maintain updated training content and knowledge base documentation aligned with Australian sales and compliance practices.

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Facilitate engaging training experiences using a mix of virtual and in-person formats tailored to diverse learning styles.

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Evaluate training effectiveness through assessments, post-training performance analysis, and participant feedback.

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Work with Sales Managers and HR to create development plans for underperforming agents.

Qualifications & Experience

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Bachelor's degree in Business, Communication, Sales, or a related field.

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2–4 years of experience in a Quality Analyst or Sales Training role, preferably supporting Australian or other international markets.

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Experience with contact centre platforms (e.g., Genesys, Five9, Zendesk), QA tools, and CRM systems (e.g., Salesforce).

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Exceptional communication and facilitation skills.

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Demonstrated ability to analyze performance data and create actionable improvement plans.

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Experience working in a culturally diverse or international sales environment.

Key Competencies

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Strong knowledge of Australian sales and compliance frameworks.

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Quality auditing and root cause analysis.

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Adult learning principles and training delivery.

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Coaching and performance support.

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Customer-first mindset.

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Data-driven decision-making.

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Attention to detail and regulatory awareness.

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Stakeholder collaboration.

Work Conditions

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Work-from-office role.

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Candidates should have experience in both Quality Assurance and Training functions.

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Flexibility to work in AEST/AEDT time zones.

Additional Information

Shift Timing: 05:00 AM to 02:30 PM IST, aligned with Australian business operations.

Office Location: Badshahpur, Sohna Road, Sector 48, Gurugram, Haryana 122018.

Transportation: Transportation services and transportation reimbursements are not provided.

Company Website: veye.com.au

Employment Requirement: A minimum service commitment of six (6) months is required for this position.

Preferred Experience: Candidates with prior experience supporting international markets such as Australia, New Zealand, the United Kingdom, or the United States are encouraged to apply.

Equal Opportunity Statement: We are committed to providing equal employment opportunities and welcome applications from qualified candidates regardless of background, identity, or protected characteristics.