Teleforce
Website:
teleforce.in
Job details:
The Business Analyst is the analytical backbone of Teleforce's revenue and customer operations. The role owns the end-to-end integrity of CRM data, surfaces sales intelligence that drives commercial decisions, audits user performance and call/QA quality across the platform, and operates the customer-sentiment and AI-report layer powered by Synqit. This person is the human-in-the-loop who validates AI-generated reports, builds new analytical frameworks, and translates raw platform telemetry into decisions for leadership, sales, and customer success teams.
KRA 1 · CRM Ownership & Data Integrity
Own the Teleforce CRM as the single source of truth for lead, account, opportunity, and post-sale data across all business units.
Key Responsibilities
• Maintain 100% data hygiene across CRM modules — leads, accounts, opportunities, activities, products (CPQ), and post-sale assets.
• Audit and refine custom fields, pipelines, dispositions, stages, lifecycle rules, and automation workflows on a monthly cadence.
• Review and rationalize the 38 RBAC roles and 75+ module permissions; flag access drift and recommend role consolidation.
• Govern lead-routing logic, deduplication rules, territory assignments, and SLA timers across CRM, dialer, and messaging modules.
• Maintain master data taxonomies — industry, source, sub-source, product, region, currency — aligned with the L0–L7 CDP tag taxonomy.
• Drive CRM adoption: track login depth, module usage, field completion rates, and stale-record decay; publish a monthly adoption scorecard.
• Co-own the change-management process for new CRM features, fields, and pipelines with Product and Engineering.
Success Metrics
• ≥ 98% required-field completion on active opportunities.
• ≤ 2% duplicate lead rate, measured monthly.
• 100% of RBAC roles reviewed and signed-off quarterly.
• CRM adoption (DAU/MAU) ≥ 85% across sales and CS teams.
KRA 2 · Sales Insights & Revenue Analytics
Convert raw pipeline, activity, and revenue data into actionable commercial intelligence for the CEO, sales leaders, and account teams.
Key Responsibilities
• Build and maintain the weekly sales dashboard: pipeline coverage, stage conversion, win rate, average deal size, sales velocity, ARR/MRR movement.
• Run funnel and cohort analysis by source, industry, geography (India / Atlanta / Sydney), and product line (CRM, Telephony, CDP, Synqit AI).
• Produce monthly win/loss analysis with qualitative tagging from call transcripts and CRM notes; circulate themes to Product and Sales.
• Maintain a rolling 90-day pipeline forecast, calibrate forecast accuracy vs actuals, and surface forecast risk every Monday.
• Track account-level health for enterprise customers (OPPO, Paytm Money, ICICI Securities, and the broader 300+ base): NRR, expansion signal, usage decline alerts.
• Generate vertical-specific intelligence packs for active enterprise pursuits — discoms, brokerages, NBFCs, government tenders, international accounts.
• Partner with the Founder on board-ready commercial slides every quarter.
Success Metrics
• Forecast accuracy within ± 10% of actual closed revenue per quarter.
• Weekly sales dashboard published every Monday by 11:00 AM IST without exception.
• Win/loss report delivered by the 5th of every month.
• ≥ 1 vertical intelligence pack produced per active enterprise pursuit.
KRA 3 · User Performance & Quality Assurance
Measure and improve the productivity and quality of every user on the Teleforce platform — internal teams and customer-side agents alike.
Key Responsibilities
• Define and maintain the agent productivity framework: connect rate, talk time, ACW, dispositions, conversion per hour, follow-up adherence.
• Operate a structured QA programme: minimum sample audits per agent per week with a published scoring rubric (opening, discovery, objection handling, compliance, closing).
• Run weekly QA calibration sessions with team leads to keep scoring consistent across reviewers.
• Triangulate human QA scores with Synqit AI call-scoring output; investigate divergence and tune the AI model with the data team.
• Publish per-user, per-team, and per-customer performance scorecards on a weekly cadence.
• Flag underperformance and surface coaching recommendations to managers; track post-coaching improvement.
• Monitor SLA adherence on telephony, messaging, and ticketing modules; escalate breaches in real time.
Success Metrics
• 100% of active agents audited at least 5 calls per week.
• QA calibration variance across reviewers ≤ 7%.
• AI-vs-human QA score correlation ≥ 0.85 maintained quarter over quarter.
• Measurable improvement (≥ 8%) in coached agents within 30 days.
KRA 4 · Customer Sentiment & Voice-of-Customer Reporting
Own the customer-sentiment layer — the system that turns every call, chat, ticket, and survey into a quantified signal of how customers feel about Teleforce and about their own end-users.
Key Responsibilities
• Operate the customer sentiment pipeline that ingests call transcripts, chat logs, email threads, and tickets, and emits per-account sentiment scores.
• Maintain the customer health score: usage, sentiment, support volume, NPS/CSAT/CES, payment status, and stakeholder change signals.
• Generate the monthly customer sentiment report per enterprise account and a portfolio-level roll-up for the leadership team.
• Surface churn-risk accounts to Customer Success and Founder office a minimum of 60 days before renewal.
• Theme and cluster Voice-of-Customer signals (using BERTopic / SenseVoice / pyannote-backed pipelines) into product, pricing, support, and onboarding buckets; feed themes to Product weekly.
• Design and run quarterly NPS / CSAT survey waves; analyze and circulate results within 5 working days of close.
Success Metrics
• 100% of enterprise accounts have a refreshed sentiment score every 30 days.
• Customer health score predicts churn with ≥ 75% precision at 60-day horizon.
• Monthly VoC themes report delivered by the 7th of each month.
• Quarterly NPS / CSAT analysis closed within 5 working days post-survey.
KRA 5 · AI Report Oversight & Validation (Synqit)
Be the human-in-the-loop for every AI-generated report produced by Synqit — Arya (Master Orchestrator) and the 20 specialist agents — ensuring AI output meets the accuracy and trust bar required for customer-facing and leadership-facing artifacts.
Key Responsibilities
• Define the report catalogue: which reports are produced by Synqit, their cadence, owners, and required quality grade.
• Sample-audit AI-generated reports daily for factual accuracy, hallucination, formatting, and tone; maintain a published accuracy log.
• Maintain the prompt library and report templates used by Arya and specialist agents; version-control changes.
• Operate the feedback loop with the ML/data team: log failures, flag systemic issues, propose retraining or prompt adjustments.
• Benchmark AI report accuracy against ground truth datasets at least once per month.
• Approve / reject AI-generated reports before they go to enterprise customers or leadership.
• Build self-service report templates for sales, CS, and customer-side admins inside the Synqit Developer Center.
Success Metrics
• AI report factual accuracy ≥ 95% on audited samples.
• Hallucination rate < 2% on customer-facing AI reports.
• 100% of customer-facing AI reports pass human sign-off before delivery.
• Prompt library and template version log maintained with zero gaps.
KRA 6 · Report Generation & Stakeholder Communication
Be the go-to person for any new analytical request — internal or customer-facing — and for the rhythm of recurring reports that the business runs on.
Key Responsibilities
• Own the recurring report calendar: daily ops snapshot, weekly sales review, monthly customer report, quarterly business review pack.
• Produce custom enterprise-customer reports on request (e.g., OPPO, Paytm Money, ICICI Securities, BSES, AngelOne, HDBFS) within agreed turnaround.
• Build ad-hoc analytical deep-dives for the Founder: tender bids, pricing studies, competitor benchmarks, GTM experiments.
• Document every recurring report (definition, source, refresh logic, owner) so reports survive personnel change.
• Train sales and CS users on self-service dashboards; reduce dependency on manual report pulls.
• Run a weekly office hour for analytics requests; triage and prioritize the backlog with the Founder.
Success Metrics
• 100% on-time delivery of recurring reports.
• Custom enterprise reports delivered within 3 working days of request.
• ≥ 90% of recurring reports documented with refresh logic and owner.
• Manual ad-hoc requests reduced by 30% YoY via self-service enablement.
Performance Weightage
- Quarterly performance is scored against the weighted breakdown below. Weightages may be re-balanced annually based on business priorities.
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