Sales Quality Analyst
Sales Quality Analyst
Company Mission
Our mission is to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and by leveraging our industry buying power.
Role Overview
The Sales Quality Analyst (SQA) is responsible for monitoring, evaluating, and improving the quality and consistency of customer and sales interactions. The position provides objective quality insights that help Training, Operations, and HR identify performance gaps, determine root causes, and implement targeted improvements.
The primary objective of the role is to establish a consistent and data-driven quality framework that ensures agents adhere to established policies, procedures, call flows, customer experience standards, and sales practices, while identifying opportunities to improve processes and training effectiveness.
Key Focus Areas
Quality Monitoring & Audits - Conduct regular call audits and observations using standardized quality criteria and scorecards.
Performance Insights - Identify recurring behavioral, knowledge, compliance, and execution gaps affecting individual and team performance.
Coaching & Training Support - Provide quality findings that enable Training and Operations to develop targeted coaching, retraining, and performance improvement interventions.
Process & Policy Feedback - Identify gaps or inconsistencies in policies, procedures, workflows, and systems that may contribute to performance issues.
HR Support & Documentation - Provide objective, behavior-based quality data that can support fair and consistent performance management and HR-related reviews when appropriate.
Customer Experience & Sales Quality - Monitor behaviors that influence customer satisfaction, sales effectiveness, compliance, and overall customer experience.
Reporting & Trend Analysis - Track quality trends, recurring defects, and improvement opportunities using reporting and data analysis, and translate findings into actionable recommendations.
QA Huddles & Team Meetings - Support QA huddles and team meetings by communicating quality findings, trends, and improvement opportunities.
QA Job Aids & Documentation - Create and maintain QA job aids and other quality-related documentation to support consistent standards and processes.
Calibration & Standardization - Promote consistent interpretation and application of quality standards across Operations and Training.
Responsibilities and Duties
Conduct regular call audits and quality evaluations using established scorecards and standards.
Monitor agent adherence to call flow, customer triaging, probing, sales practices, and customer experience standards.
Identify performance, compliance, training, and process gaps and provide actionable feedback.
Analyze quality trends and recommend coaching, training, or process improvements.
Partner with Training and Operations to address recurring performance issues and validate improvement.
Maintain accurate quality reports, audit documentation, and performance records.
Use Excel/Google Sheets to analyze quality data and prepare reports and dashboards.
Support HR with objective quality data and documentation for performance-related reviews when needed.
Participate in QA calibration sessions to ensure consistent quality standards and scoring.
Support QA huddles and team meetings as needed.
Create and update QA job aids and related quality documentation.
Identify policy, procedure, and process gaps that may impact agent performance or customer experience.
Qualifications and Requirements
Minimum Requirements
2-3 years of BPO/contact center experience
Strong sales/customer service background
Hands-on experience evaluating customer interactions and applying quality standards
QA/QC experience preferred
Strong communication skills
Excellent analytical skills
Strong attention to detail
Experience reviewing customer interactions
Knowledge of call-flow methodology
Understanding of sales behaviors
Strong Excel/Google Sheets skills
Ability to create reports and dashboards
Coaching and feedback skills
Ability to identify behavioral and performance trends
Experience supporting Training and Operations teams
Preferred
Sales QA experience
COPC/quality framework exposure
CRM experience
Data analysis experience
Experience with call recording platforms
Experience supporting Training and Operations
Experience facilitating QA huddles or team meetings
Experience creating QA job aids or quality documentation
Why Work With Us?
We believe that what you do and where you work matters. We foster a collaborative and professional environment where you have the opportunity to grow, build meaningful relationships, and see the direct impact of your contributions on our shared success.
Perks and Benefits
Remote work
With equipment
Paid leaves
13th month