About the Role

This role ensures sales quality, compliance, and performance excellence across voice and digital channels.

At Armsoft, QA is not a policing function—it is a performance accelerator.

What You Will Do

• Execute comprehensive voice and digital sales audits across channels such as calls, WhatsApp, email, and assisted digital journeys—focusing not only on compliance but also on conversation quality and buyer engagement.
• Apply advanced QA scorecards aligned to both conversion and compliance, ensuring sales interactions are ethical, customer-centric, and outcome-driven while meeting BFSI and regulatory standards.
• Identify behavioural and conversational patterns that directly influence outcomes, including pitch structure, tone, listening ability, objection handling, confidence markers, and closing techniques.
• Diagnose human skill gaps at an individual and team level, clearly distinguishing between knowledge gaps, skill gaps, behavioural gaps, and execution discipline issues.
• Provide clear, actionable, and coachable feedback to sales agents—translating audit findings into specific improvement actions rather than generic scores.
• Partner closely with Training and Sales Excellence teams to convert QA insights into targeted coaching plans, refresher modules, role-plays, and micro-learning interventions.
• Enable continuous human skill transformation, ensuring agents consistently improve in persuasion, empathy, negotiation, ethical selling, and decision-making under pressure.
• Support AI-led QA initiatives, including speech analytics, sentiment detection, keyword analysis, and behaviour tagging—using AI insights to augment human judgment, not replace it.
• Ensure strict adherence to BFSI, RBI, and internal governance guidelines, while helping sales teams understand the “why” behind compliance, not just the rules.

• Act as a quality thought partner, influencing leadership on how behavioural improvements can drive sustainable conversion uplift and revenue predictability.

Optional high-impact closing line (highly recommended):

This role transforms QA into a human performance engine—where better conversations lead to better outcomes.

 Skills & Technical Skills

Skills

• BFSI sales compliance & QA
• Behavioural analysis
• Coaching & feedback delivery
• Documentation & reporting
• Human Performance Analytics

Technical Skills

• Call monitoring & QA tools
• Speech analytics platforms (preferred)
• CRM interaction review
• Understanding of AI-assisted QA models (good to have)

Why Join Armsoft?

• Redefine QA as a revenue enabler
• Exposure to AI-driven quality frameworks
• Strong learning & growth environment

At Armsoft, we don’t believe humans compete with AI.We believe humans, when augmented by AI, outperform everything else.

If you want to build the future of BFSI sales, this is where you belong.