Quality Team Leader - BPO

Job Summary

The Quality Team Leader – Sales is responsible for
monitoring, evaluating, and improving the performance of sales agents in a BPO
environment. This role ensures adherence to quality standards, enhances
customer experience, and drives sales effectiveness through coaching, feedback,
and process improvements.

Key Responsibilities

1. Quality Monitoring & Evaluation

• Monitor
  inbound/outbound sales calls to ensure compliance with quality standards
  and scripts
  
• Conduct
  regular audits and scorecards for sales agents
  
• Identify
  gaps in sales techniques, product knowledge, and communication
  

2. Coaching & Development

• Provide
  structured feedback and coaching sessions to sales agents
  
• Conduct
  calibration sessions with internal stakeholders
  
• Support
  training teams in designing modules based on quality findings
  

3. Performance Improvement

• Analyze
  trends in sales performance and quality scores
  
• Recommend
  strategies to improve conversion rates and customer satisfaction
  
• Work
  closely with sales managers to implement action plans
  

5. Reporting & Analysis

• Prepare
  daily, weekly, and monthly quality reports
  
• Present
  insights and improvement plans to management
  
• Track
  KPIs such as CSAT, conversion rate, and compliance scores
  

Requirements

Required Skills & Competencies

• Strong
  understanding of sales processes in a BPO environment
  
• Excellent
  communication and interpersonal skills
  
• Analytical
  and problem -solving abilities