Lead Call Evaluator

4 days ago


Kollam, Kerala, India beBeeQuality Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title:

This role is designed to maximize advisor productivity within the organization through Call Audits, thorough documentation and feedback. This will enhance call quality.

Key Responsibilities:

  • Conduct high-quality Call Audits with expertise in contemporary Conversion centric (Sales Process) call evaluation methods.
  • Evaluate inbound and outbound sales calls for adherence to quality standards and regulatory compliance.
  • Deliver detailed, actionable feedback and recommendations to Outreach Advisors for continuous improvement.
  • Analyze call assessments, identify trends, and report key performance indicators (KPIs).
  • Collaborate with the training team to develop coaching programs based on audit findings.
  • Assist in creating and updating quality guidelines and performance criteria.
  • Maintain compliance with company policies, procedures, and relevant regulations.
  • Work with management to optimize processes and enhance customer interactions.

Critical Success Factors:

  • Bachelor's degree or equivalent experience in a relevant field.
  • Proven experience of 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
  • Strong understanding of consultative sales processes in high-ticket sales environments and Inside Sales Outreach operations.
  • Excellent analytical and observation skills.
  • Effective communication and feedback delivery.
  • Proficiency in using call monitoring tools and CRM software.

Familiarity with EdTech industry standards is an asset.

Key Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • Detailed Feedback
  • Critical thinking
  • Team Coaching and Development
  • Growth Mindset
  • Conflict Resolution
  • Decision Making

Technical Skills:

  • MS Office applications like Excel, PowerPoint, Planner, etc.
  • Reporting skills for formulating and basic automation, trend analysis using Excel
  • Working knowledge of instructional design process tools/applications – preferred
  • Working knowledge of Salesforce is an added advantage


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