Quality Assurance Executive

About the role

We are looking for a detail‑oriented Quality Assurance (QA) Executive to monitor sales calls, evaluate customer interactions, ensure compliance with defined sales processes, and identify areas for performance improvement. The role requires strong analytical, communication, and reporting skills with a focus on improving call quality, follow‑ups, lead handling, and overall customer experience.

Key responsibilities

• Monitor and evaluate sales, follow‑up, and customer interaction calls against approved QA standards.
• Review calls of Qualifiers, Closers, and other Sales Executives to ensure compliance with the defined sales process.
• Assess call quality including opening, communication skills, product knowledge, need identification, objection handling, closing techniques, and professionalism.
• Ensure timely and proper follow‑ups with assigned leads and identify gaps.
• Verify lead response time, call attempts, talk‑time requirements, and accurate CRM updates.
• Highlight recurring concerns, process gaps, and non‑compliance to the QA Manager and relevant teams.
• Prepare and share daily, weekly, and monthly QA performance reports.
• Conduct root‑cause analysis of poor call quality, low conversions, missed follow‑ups, and other sales‑process issues.
• Coordinate with Sales, CRM, HR, and L&D teams to address performance gaps and recommend coaching or corrective actions.

Required profile

• Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
• 1–2 years of experience in Quality Assurance, Call Monitoring, Customer Service, Telesales, or Real Estate Sales (preferred).
• Strong understanding of sales calls, lead management, follow‑up processes, and CRM systems.
• Excellent listening, analytical, communication, and reporting skills.
• Strong attention to detail and ability to identify performance and compliance gaps.
• Proficiency in MS Excel, reporting tools, and CRM systems.

Required skills

• MS Excel
• CRM systems
• Reporting tools