Senior Quality Analyst Voice Appointment Generation B2B

Job Summary

We are seeking a high-performing Senior Quality Analyst to oversee, monitor, and optimize the performance of our B2B Voice Appointment Generation team. In this role, you will be responsible for evaluating international outbound cold calls, identifying process gaps, and ensuring our agents successfully navigate gatekeepers and engage C-suite decision-makers according to global compliance standards. You will serve as the strategic link between transaction monitoring and frontline performance optimization.

Key Responsibilities

Quality Monitoring & Compliance

Audit and Score Calls: Regularly monitor and evaluate outbound B2B appointment-setting interactions for pitch accuracy, professional etiquette, objection handling, and lead qualification metrics (e.g., BANT, ANUM criteria).

Compliance Control: Ensure all interactions strictly align with campaign guidelines, industry compliance, and client-specific business requirements.

Calibrate Standards: Conduct internal calibration sessions with Team Leaders and Campaign Managers to maintain unified scoring parameters across the account.

Performance Coaching & Development

Provide Actionable Feedback: Deliver constructive feedback and 1-on-1 coaching sessions to B2B Inside Sales Executives/Telecallers to improve conversion rates.

Root Cause Analysis (RCA): Identify recurring bottlenecks in agent performance—such as poor gatekeeper navigation or weak value propositions—and deploy targeted refresher modules.

Nesting Support: Provide specialized monitoring and intensive hyper-care support for new hires during their transition into live production environments.

Reporting & Strategy

Analyze Metrics

Track and present QA trends, weekly performance charts, and call-quality metrics to Senior Management and clients.

Process Improvement: Recommend strategic changes to cold-calling scripts, objection matrices, and outreach funnels to boost overall appointment fulfillment rates.

Required Skills & Qualifications

Industry Experience: A minimum of 3 years of dedicated experience as a Quality Analyst or Senior QA in an International Outbound B2B sales/lead generation BPO setting.

Domain Knowledge: Expert understanding of the B2B sales funnel, corporate appointment booking, and strategies to bypass complex gatekeeper structures.

Communication Mastery: Impeccable verbal and written English communication skills with a neutral, highly adaptable accent suited for global clients.

Analytical Mindset: Proficiency using CRM platforms (like Salesforce or HubSpot), Excel data visualization, and specialized call recording/audit tools.

Coaching Excellence: Demonstrated ability to mentor sales personnel without diminishing motivation, using metrics to back up development paths.

Pay

₹35,000.00 - ₹45,000.00 per month

Benefits

Health insurance

Paid sick time

Paid time off

Provident Fund

Work Location

In person