Quality Analyst – Telesales Auditor

About the role

We are looking for a Quality Analyst to audit and improve the performance of our Assisted Growth (telesales) representatives. You will evaluate recorded calls and chats, ensure compliance with company standards, and provide actionable feedback that drives sales effectiveness and customer satisfaction.

Key responsibilities

• Conduct regular audits of recorded calls and chats to verify adherence to internal control procedures.
• Prepare detailed audit reports highlighting strengths, improvement areas, and compliance gaps.
• Collaborate with team leaders, supervisors, and managers to align performance expectations and implement corrective actions.
• Identify barriers to customer success (tools, training, processes) and recommend improvements.
• Work with training teams to define training needs based on audit findings.
• Generate special audit and control reports by analysing operational trends.

Required profile

• Bachelor’s degree.
• 1‑2 years of experience in telesales, customer service, or a related field.
• 1‑2 years of experience in quality management or audit roles.
• Strong analytical mindset with a focus on data integrity and customer safety.

Required skills

• Six Sigma certification (preferred).