Lead Quality Assurance Specialist

4 days ago

Meerut, Uttar Pradesh, India beBeeQuality Full time ₹ 8,00,000 - ₹ 15,00,000
Job Opportunity: Quality Assurance Professional

The organization is seeking a skilled Quality Assurance professional to enhance Advisor productivity by conducting thorough Call Audits, providing actionable feedback, and recommendations for continuous improvement.

Key Responsibilities:

  • Conduct quality audits on inbound and outbound sales calls to ensure adherence to quality standards and compliance.
  • Provide detailed feedback and coaching to Outreach Advisors to improve their conversation quality.
  • Document call assessments, identify trends, and report on 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.
  • Ensure compliance with relevant regulations and company policies.

Requirements:

  • Bachelor's degree or equivalent experience in a relevant field such as Sales, Marketing, or Business Administration.
  • Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center environment.
  • Strong understanding of consultative sales processes in high-ticket sales environments and Inside Sales Outreach operations.
  • Excellent analytical and observation skills with effective communication and feedback delivery.

Technical Skills:

  • Proficiency in using call monitoring tools and CRM software systems.
  • Working knowledge of MS Office applications like Excel, PowerPoint, and Planner.
  • Familiarity with reporting skills for formulating and basic automation, trend analysis using Excel.

Preferred Skills:

  • Working knowledge of any tools/applications to implement instructional design processes.
  • Working knowledge of Salesforce CRM software.

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