Operational Support Lead
1 day ago
Job Title: Operational Support Lead
About the RoleThis key position plays a pivotal role in driving Advisor productivity and efficiency within the organization.
Main Responsibilities:- Conduct thorough quality audits to ensure adherence to established standards and regulations.
- Provide constructive feedback and recommendations to Outreach Advisors for continuous improvement.
- Analyze call assessments, identify trends, and report on crucial 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.
To excel in this position, you will need:
- A Bachelor's degree or equivalent experience in a relevant field.
- Proven experience 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.
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