Quality Analyst

Job Description

Department: Quality Team

Overview:

We are seeking a detail-oriented Quality Analyst with a strong background in sales to join our dynamic team. The ideal candidate will ensure the highest quality of our sales processes and deliverables, helping to enhance customer satisfaction and drive revenue growth.

Key Responsibilities:

1. Quality Assurance:

• Develop and implement quality assurance processes for sales activities.
• Conduct regular audits of sales calls, emails, and customer interactions to assess compliance with company standards.
• Identify areas for improvement and recommend solutions to enhance sales performance.

1. Data Analysis:

• Analyse sales data to identify trends, patterns, and areas for improvement.
• Create reports and dashboards to communicate findings and support decision-making.

1. Collaboration:

• Work closely with sales teams to understand processes and identify quality gaps.
• Collaborate with training teams to develop materials that address identified quality issues.

1. Customer Feedback:

• Gather and analyse customer feedback to assess the effectiveness of sales strategies.
• Develop actionable insights to enhance customer experience and satisfaction.

1. Training and Support:

• Assist in the onboarding and continuous training of sales staff on quality standards and best practices.
• Provide ongoing support and coaching to improve sales techniques and customer interactions.

1. Continuous Improvement:

• Stay updated on industry trends and best practices in quality assurance and sales.
• Foster a culture of quality within the sales team by promoting best practices and recognizing high performance.

1. Root Cause Analysis:

Conduct root cause analysis (RCA) in identified defects/errors and suggest preventive measures for future releases.

Qualifications:

• Any Bachelors degree
• 2+ years of experience in a sales role, with a proven track record of achieving targets.
• 2+ years of experience in quality assurance or a related field.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and data analysis tools.

Preferred Skills:

• Experience in developing quality metrics and performance indicators.
• Familiarity with customer relationship management and sales enablement tools.
• Knowledge of quality management methodologies (e.g., Six Sigma)