12 Oct
IMC Group (Member Firm of Andersen Global)
Meerut
Company Description
IMC Group is a leading cross-border advisory firm and a Member Firm of Andersen Global in the United Arab Emirates, Singapore, and India. Andersen Global is a global association of legally separate, independent member firms with over 17,500 professionals worldwide and a presence in more than 175 countries. IMC offers services in Corporate Advisory, Global Mobility, Mergers & Acquisitions, Governance, Risk & Compliance, Accounting, Private Client & Family Advisory, Outsourcing Solutions, and Digital Transformation.
About the Job:
We are seeking an experienced Call Quality Analyst to join our professional services firm.
This role is critical in ensuring that the highest standards of communication and messaging are maintained during all business development (BD), sales, and customer calls. The Call Quality Analyst will attend every consultant-led call, analyze the interactions, and provide comprehensive feedback on various aspects of the calls. The ideal candidate will have a strong background in call analysis, with the ability to assess technical knowledge, professionalism, customer courtesy, and adherence to best practices.
Key Responsibilities:
• Attend and monitor all BD, sales, and customer service calls conducted by consultants.
• Analyze call performance based on predefined metrics including technical expertise, communication clarity, professionalism, customer engagement, and courtesy.
• Develop and implement call scoring systems to measure and evaluate call quality.
• Provide detailed feedback and coaching to consultants on areas for improvement, ensuring alignment with company standards and customer expectations.
• Collaborate with the BD and sales teams to continuously improve communication strategies, messaging, and customer interactions.
• Maintain records of call quality scores, feedback, and progress to ensure accountability and continuous development.
• Stay updated on industry best practices and incorporate them into the call analysis process.
• Prepare reports summarizing call quality, performance trends, and recommendations for training or process improvement.
Key Requirements:
• Proven experience in call quality analysis, particularly within a business development or sales environment.
• Strong communication and analytical skills, with the ability to provide constructive feedback.
• Expertise in developing call scoring matrices and monitoring metrics.
• Ability to assess both technical knowledge and soft skills such as customer courtesy and professional demeanor.
• Knowledge of professional services or consulting environments preferred.
• Detail-oriented with excellent organizational skills to track performance across multiple consultants and interactions.
• Ability to work collaboratively with the BD, sales, and marketing teams to drive improvements.
This role plays a key part in elevating the quality of our client and prospect interactions, ensuring that our team consistently delivers professional and effective communication.
- This is a remote role and can be based anywhere in India. Please apply to