Senior Call Evaluation Specialist

3 days ago

Chennai, Tamil Nadu, India beBeeQualityAudit Full time ₹ 10,00,000 - ₹ 15,00,000
Job Description

The primary objective of this role is to enhance Advisor productivity within the organization by conducting thorough Call Audits, providing detailed feedback and recommendations for continuous improvement.

  • We are seeking a highly skilled Quality Audit professional with hands-on experience in contemporary Conversion centric (Sales Process) Call Audits.
  • This position involves monitoring and evaluating inbound and outbound sales calls for adherence to quality standards and compliance.
  • A key responsibility is to provide actionable feedback and guidance to Outreach Advisors for enhanced conversation quality.
  • We will rely on you to document call assessments, identify trends, and report on key performance indicators (KPIs).
  • Collaboration with the training team is essential in developing coaching programs based on audit findings.
  • This role also requires assisting in creating and updating quality guidelines and performance criteria.
  • You will be responsible for ensuring compliance with company policies, procedures, and relevant regulations.
  • Frequent collaboration with management will be necessary to identify areas for process optimization and improved customer interactions.

Success in this position hinges on several key factors:

  • Bachelor's degree or equivalent experience in a relevant field is required.
  • Proven experience of 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center is expected.
  • A strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations is essential.
  • Excellent analytical and observation skills are necessary for this role.
  • Effective communication and feedback delivery are crucial.
  • Proficiency in using call monitoring tools and CRM software is a must.

Familiarity with EdTech industry standards is a valuable asset.

Key Skills

Call Quality Audit

Consultative Sales Process Knowledge

D delivering Feedback

Critical thinking

Coach & develop teams

Growth mindset

Conflict resolution

Decision Making

Technical Requirements

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 plus

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