Senior Conversation Quality Specialist

1 day ago

Vellore, Tamil Nadu, India beBeeAuditor Full time ₹ 7,50,000 - ₹ 12,10,000
Job Description:

The goal of this role is to enhance Advisor performance within the organization by conducting Best-in-Class Call Audits, providing audit documentation and feedback, and assisting with enhancements in advisor conversation quality.

Key Responsibilities:

  • Quality Audit professional with hands-on experience in contemporary Conversion-centric (Sales Process) Call Audits.
  • Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
  • Provide detailed feedback and recommendations to Outreach Advisors for continuous improvement.
  • 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.
  • Work with management to identify areas for process optimization and improved customer interactions.

Requirements Key to Success:

  • Bachelor's degree or equivalent experience in a relevant field.
  • Proven experience 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 a high-ticket sales environment 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 beneficial.

Key Skills:

Call Quality Audit

Consultative Sales Process Knowledge

Delivering Feedback

Critical thinking

Coach & develop teams

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 any tools/applications to implement instructional design process – preferred

Working Knowledge of Salesforce is an added advantage

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