Quality Auditor - Sales

Role Charter: Quality Auditor – Sales/GTM

As a Quality Auditor – Sales/GTM, you will be responsible for building a strong quality and compliance layer for ShopDeck’s Inside Sales function. You will audit sales calls and product demos to assess what is being communicated, how effectively it is being delivered, and whether the interaction follows the prescribed sales process.

The role requires high attention to detail, objective judgement, and the ability to convert audit observations into actionable feedback. You will help prevent mis-selling, improve sales-representative performance, and bridge the gap between classroom training and actual behaviour on calls.
 

What You'll Do (Key Responsibilities)

• Audit a defined sample of sales calls, Google Meet demos, recordings, and transcripts against a structured quality rubric.

• Use AI tools to evaluate calls and demo transcripts at scale, identify patterns, and generate actionable insights for sales representatives and leaders.

• Evaluate interactions across three dimensions: compliance, communication quality, and sales effectiveness.

• Identify and flag mis-selling, incorrect commitments, process deviations, and critical errors with supporting evidence.

• Maintain accurate audit logs, scoring sheets, trackers, and performance trends.

• Provide sales representatives with specific, actionable, and behaviour-based feedback, rather than only sharing audit scores.

• Work with trainers and managers to identify recurring gaps and convert audit findings into refresher training, coaching plans, and role-play scenarios.

• Participate in calibration sessions with trainers and managers to ensure consistent and unbiased scoring.

• Track whether feedback leads to measurable behavioural improvement and flag representatives who continue to repeat critical errors.

• Publish weekly reports covering compliance rates, audit scores, top error categories, mis-selling cases, and improvement trends.

• Build and continuously improve the sales audit rubric and quality-compliance framework as the product, pitch, and sales process evolve.

• Escalate critical compliance concerns and mis-selling incidents to the relevant manager and trainer within the defined SLA.
   

Experience & Background:

• At least 2 years of experience in a Quality Analyst or Quality Auditor role, preferably within a high-volume customer support, contact centre, BPO, telesales, or inside-sales environment.

• Hands-on experience auditing calls, product demos, recordings, or customer interactions.

• Experience assessing both communication skills and product/process compliance.

• Prior exposure to a sales environment and understanding of pitch structure, probing, objection handling, and closing techniques is preferred.

• Experience working with L&D, training, operations, or sales teams through a structured feedback and improvement loop is preferred.

• Familiarity with CRM systems, call-recording platforms, or conversation-intelligence tools is an advantage.
   

Skills & Mindset:

• Quality-First Thinking: Evaluates every interaction objectively across compliance, communication, selling skills, and outcome effectiveness.

• High Attention to Detail: Identifies subtle process gaps, incorrect commitments, and mis-selling risks while applying the same standards consistently across every audit.

• Analytical Ability: Uses audit data, spreadsheets, trackers, dashboards, and trends to identify recurring problems and recommend corrective actions.

• Structured Feedback & Coaching: Converts audit observations into candid, specific, and constructive feedback that representatives can act upon.

• Sales Process Understanding: Understands pitch quality, probing, objection handling, customer-needs identification, and closing techniques.

• Strong Communication: Communicates clearly in Hindi and English and can audit Hinglish conversations while documenting feedback professionally.

• Process Ownership: Independently manages audit volumes, reporting timelines, escalation SLAs, calibration, and follow-up tracking.

• Stakeholder Collaboration: Works closely with sales representatives, trainers, managers, and sales leadership to improve behaviour and process adherence.

• Consistency & Objectivity: Applies the quality rubric impartially and maintains scoring consistency across both individual representatives and teams.

• Technology Comfort: Comfortable using Excel, Google Sheets, CRM platforms, call-recording systems, and AI-based call-analysis tools.
   

At ShopDeck, you’ll:

• Protect Seller Trust: Help prevent mis-selling and ensure that every sales interaction reflects ShopDeck’s standards.

• Improve Sales Effectiveness: Turn call-level observations into coaching and process improvements that strengthen sales performance.

• Build from Scratch: Contribute to building ShopDeck’s Inside Sales quality and compliance framework from the ground up.

• Use AI Meaningfully: Apply AI tools to analyse calls and demos at scale and identify actionable performance insights.

• Thrive Together: Collaborate with sales, L&D, operations, and leadership in a high-ownership culture.