Grexa AI
Website:
grexa.ai
Company:
https://www.linkedin.com/company/grexa-ai
Seniority: Entry level
Industries: Technology, Information and Internet
Job details:
Job Title: Sales Quality Analyst
Location: Vashi, Navi Mumbai
Working Mode: Work from Office
Company: Grexa AI Pvt Ltd
About Grexa
Grexa is a fast-growing AI-led marketing automation platform that helps small businesses accelerate revenue growth through better lead management, marketing communications, and customer engagement. Our team of Marketing AI Agents simplifies day-to-day marketing operations while delivering measurable business growth.
About The Role
We are looking for a detail-oriented Sales Quality Analyst to ensure consistent, high-quality customer interactions across our client-facing teams. In this role, you will be responsible for auditing calls, virtual meetings, and customer interactions, providing structured feedback, identifying performance trends, and partnering with Training and Business leaders to improve overall team effectiveness.
The ideal candidate has a strong understanding of sales, customer conversations, quality frameworks, and coaching methodologies, with a passion for driving continuous improvement.
Key Responsibilities
Quality Assurance
- Monitor and audit customer calls, virtual meetings, and other customer interactions to ensure adherence to defined quality standards.
- Evaluate interactions using quality scorecards and provide objective, actionable feedback to employees and managers.
- Assess probing, product knowledge, communication skills, objection handling, process compliance, and overall customer experience.
- Identify recurring quality issues and recommend corrective actions to improve performance.
Coaching & Performance Improvement
- Share detailed quality reports and feedback with employees and their reporting managers.
- Work closely with the Training team to identify skill gaps and recommend targeted coaching or refresher programs.
- Participate in calibration sessions to ensure scoring consistency and maintain quality standards across teams.
- Support managers in improving individual and team performance through quality insights.
Reporting & Analytics
- Prepare daily, weekly, and monthly quality reports and dashboards.
- Track quality KPIs, audit scores, compliance trends, and coaching effectiveness.
- Highlight recurring customer concerns, process deviations, and improvement opportunities.
- Maintain accurate quality documentation, audit records, and feedback logs.
Process Excellence
- Ensure adherence to company processes, SOPs, and customer engagement standards.
- Recommend improvements to quality scorecards, audit processes, and evaluation frameworks.
- Collaborate with Product, Operations, Training, and Business teams to continuously enhance the customer experience.
Requirements
- 2-5 years of experience in Sales, Quality Assurance, Customer Success, Sales Operations, or a similar role.
- Experience auditing customer calls, virtual meetings, or chat interactions.
- Strong understanding of customer communication, objection handling, and process compliance.
- Excellent analytical, observation, and documentation skills.
- Ability to provide constructive feedback and coach employees professionally.
- Graduate/Postgraduate in any discipline.
What We Offer
- Opportunity to build and strengthen the quality culture at Grexa.
- Exposure to AI-powered products and fast-growing business operations.
- Cross-functional collaboration with Product, Operations, Training, and Business teams.
- A fast-paced environment with significant opportunities for career growth and professional development.
Click on Apply to know more.
