Senior Quality Assurance Specialist

6 days ago

Belgaum, Karnataka, India beBeeQuality Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title: Senior Quality Assurance Specialist

The primary goal of this position is to enhance advisor productivity within the organization by conducting thorough Call Audits, documenting and providing feedback to assist in improving conversation quality.

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 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 and company policies.
  • Work with management to identify areas for process optimization and improved customer interactions.

Requirements:

  • 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 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.

Benefits:

Familiarity with EdTech industry standards is an added advantage.

Key Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • Delivering Feedback
  • Critical thinking
  • Coach & develop teams
  • Growth mindset
  • Conflict resolution
  • Decision Making
  • Reporting skills for formulating and basic automation

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