Quality Assurance Analyst

Peak Outsourcing is for a Quality Assurance (QA) Analyst with strong sales experience to support our BPO operations. The QA Analyst will be responsible for monitoring sales interactions, evaluating agent performance against quality and compliance standards, and driving continuous improvement to maximize conversion, revenue, and customer experience. This role plays a critical part in ensuring sales effectiveness while maintaining compliance with company and client requirements.

Key Responsibilities

• Monitor and evaluate inbound and outbound sales calls, chats, and emails against established QA scorecards.
• Ensure adherence to sales scripts, compliance guidelines, and client-specific requirements.
• Identify strengths, gaps, and trends in agent performance related to sales behaviors and closing techniques.
• Provide actionable, data-driven feedback to sales agents and team leaders to improve conversion rates and revenu...