Sales Quality Assurance Executive

The Sales Quality Assurance Executive is responsible for maintaining the highest standards of sales interactions across multiple communication channels, including calls, chats, and emails. This role involves monitoring and evaluating both recorded and live sales engagements to ensure compliance with company policies, sales processes, and regulatory requirements. The primary objective is to uphold service quality, improve agent performance, and support revenue growth through effective quality management and continuous improvement efforts.

Key Responsibilities

- Monitor and review recorded or live sales calls, chat conversations, and email communications.
- Assess agent performance using established quality scorecards to ensure alignment with company standards.
- Verify the accuracy of product information shared by sales agents during interactions.
- Ensure strict compliance with company policies, approved scripts, and relevant legal regulations.
- Identify patterns, errors, and gaps in sales conversations to highlight areas needing improvement.
- Track and analyze performance metrics of agents, identifying opportunities for skill development.
- Provide constructive feedback to sales agents aimed at enhancing call handling and customer experience.
- Conduct coaching sessions focused on improving conversion rates and communication effectiveness.
- Prepare and present daily and weekly quality assurance reports to relevant stakeholders.
- Collaborate with team leads and management by sharing insights and recommendations for process enhancements.
- Suggest improvements to sales scripts and operational workflows to optimize performance.
- Work proactively to reduce customer complaints and increase overall satisfaction levels.
- Verify customer details and ensure data accuracy during quality checks.
- Maintain a thorough understanding of sales techniques and customer behavior to better evaluate interactions.

Required Qualifications

- 2 to 3 years of experience in call verification or quality assurance, preferably within BPO, call center, or software house environments.
- Strong communication and reporting skills to effectively deliver feedback and insights.
- Availability to work evening shifts from 5:00 PM to 2:00 AM.
- Willingness to work full-time onsite at the Shahrah-e-Faisal location in Karachi.
- Proven experience in evaluating agents’ communication, script adherence, and compliance with company policies.

Preferred Qualifications and Benefits

- Experience handling chargebacks and refunds is considered an advantage.
- Immediate availability to join the team is preferred.
- This is a full-time role requiring in-person attendance during assigned shifts.
- Opportunity to contribute directly to enhancing sales quality and customer satisfaction within a dynamic and supportive team environment.

Candidates will be evaluated based on their quality assurance experience, familiarity with chargeback and refund processes, shift availability, and salary expectations. This position offers a meaningful chance to drive continuous improvement in sales operations and customer engagement.