Telesales Quality Assurance & Training Analyst

About this role

The role conducts quality evaluations of Telesales interactions to ensure adherence to processes, compliance requirements, and customer communication standards. It analyses interactions to identify objections and performance gaps and prepares quality and training reports. It supports onboarding and refresher training, develops call guides and learning materials, and delivers coaching to agents for the Lagos-based telesales team.

What you would do

• Conduct quality evaluations of inbound, outbound, and non-voice telesales interactions to assess adherence to processes, compliance requirements, and customer communication standards.
• Analyse interactions to identify recurring objections, sales barriers, and performance gaps.
• Prepare quality and training reports for the QA & Training Lead.
• Support onboarding and refresher training.
• Develop call guides and learning materials to close identified skill gaps.
• Deliver coaching and feedback to agents based on QA findings.

What they are asking for

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• At least 2 years' experience in Quality Assurance, Training, Coaching, Telesales, or Contact Centre Operations.
• Proven experience in call quality monitoring and performance analysis.
• Proficiency with CRM systems.
• Ability to use data to inform decisions.

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