Poojaneela 94

Senior Quality Analyst with 7+ years in Sales QA, CRM data integrity, and process improvement across EdTech. Skilled at building QA frameworks that move the needle on conversion, coaching sales teams to higher performance, and using AI-driven audit tools to scale quality coverage without adding headcount.

Senior Quality Analyst – Sales QA (IELTS) at Leap Scholar (2024-09 – Present)

• Audit counselling and sales calls for script adherence, pitch quality, and compliance; flag violations and drive corrective action with sales leadership.
• Implemented an AI-powered call scoring tool to automate audit flagging, hitting 80% scoring accuracy and cutting manual review time across the team.
• Validate CRM entries for accuracy and completeness, partnering with Sales Ops to close data hygiene gaps and improve pipeline reliability.
• Build and present weekly/monthly QA dashboards (QA Score, Conversion Rate, CSAT, AHT, FCR) to Operations and Business stakeholders.
• Deliver 1:1 and group coaching using audit findings, improving agent objection handling and closure rates.
• Lead cross-functional calibration sessions with Sales, Ops, and Training to standardize scoring and QA framework alignment.

Quality Analyst at Vedantu (2018-07 – 2024-09)

• Conducted live and recorded call audits across Voice, Email, Chat, and Social Media for Sales, Counselling, and Customer Service teams, cutting repeat defects through structured feedback.
• Designed and refined QA scorecards and audit frameworks to keep pace with evolving compliance requirements.
• Audited CRM data for accuracy and process adherence; led CAPA resolution for non-conformances within a 48-hour SLA.
• Published QA performance reporting (QA Score, CSAT, FCR, AHT, Conversion Rate) and built real-time dashboards in Excel and Google Sheets.
• Ran Voice of Customer (VOC) analysis that translated customer feedback into process fixes and CSAT gains.
• Facilitated calibration sessions with Operations and Training to keep QA scoring consistent across channels.
• Trained and onboarded new-hire batches, managing OJT programs and Train-the-Trainer sessions for sales and QA staff.

Bachelor's Degree – Bangalore University (2017)