Senior Quality Assurance Advisor

7 days ago

Ahmedabad, Gujarat, India beBeeCallQuality Full time ₹ 10,50,000 - ₹ 14,10,000

We are seeking an experienced Call Quality Assurance Specialist to join our team.

Job Description

Objective:

The primary goal of this position is to enhance the productivity of our advisors by conducting thorough and unbiased call audits, providing actionable feedback, and collaborating with the training team to develop coaching programs based on audit findings.

Roles and Responsibilities:

  • Conduct quality audits of inbound and outbound sales calls to ensure adherence to established standards and compliance.
  • Evaluate call recordings, assess conversations, and provide detailed feedback to advisors for continuous improvement.
  • Document call assessments, identify trends, and report key performance indicators (KPIs) to support data-driven decision making.
  • Collaborate with the training team to design and implement coaching programs that address audit findings and improve advisor performance.
  • Work closely with management to optimize processes and improve customer interactions.

Required Skills and Qualifications:

  • Bachelor's degree or equivalent experience in a relevant field, such as communications, business, or education.
  • Proven experience as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center, with at least 3 years of hands-on experience.
  • Strong understanding of consultative sales processes, including high-ticket sales environments and Inside Sales Outreach operations.
  • Excellent analytical, observation, and communication skills, with the ability to deliver effective feedback.
  • Proficiency in using call monitoring tools, CRM software, and Microsoft Office applications like Excel, PowerPoint, and Planner.

Familiarity with EdTech industry standards is a plus.

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