Quality Analyst - Sales (Off-role)

Description Are you passionate about solving roadblocks & challenges faced by MSMEs in India MSMEs contribute significantly to India’s total GDP. 90% of India’s ~$1 Trillion Retail Market is controlled by MSMEs. Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country. Biz Analyst by Khatabook offers data-led business solutions to make meaningful business decisions for the MSME sector. Growing from strength to strength since its founding in 2016. The mobile application syncs securely with Tally ERP 9 & Tally Prime and allows its user to access business data anytime, anywhere. It is used by manufacturers, traders, wholesalers, retailers, and distributors, available on both iOS and Android. Biz Analyst by Khatabook continues with the growth spree with a dedicated 100+ employees and 2000+ channel partners catering to over 1,00,000 businesses across India, UAE, Africa, and Singapore. To know more https://bizanalyst.in/ Why work with us People are our biggest asset! At Khatabook , every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We’re a strong team that looks out for each other. Your role We, at Bizanalyst By Khatabook , are looking for a Quality Analyst for our Inside Sales Team. What would you do - Performing call monitoring, identifying errors and best practices on the call. Documenting call behaviors and giving appropriate feedback to the agents. Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with timelines. Identifying major drivers and reporting to Manager. CSAT & DSAT Analysis. Track performance at team, individual level and share the observations with Training team. Participating and facilitating calibrations sessions to check understanding and maintain consistency with feedback. Providing feedback to team leaders and managers if needed. Preparing and analyzing internal and external quality reports / presentations for management staff review. What are we looking for Good Written & Verbal Communication in English & Hindi Mandatory Basic PC skills, especially MS Excel Self-motivated and self-driven Target oriented Must adapt well to change, successfully set, and adjust priorities as needed