Senior Performance Enhancement Specialist

1 day ago

Vadodara, Gujarat, India beBeeAudit Full time ₹ 80,00,000 - ₹ 1,00,00,000
Job Title

Objective:

The primary goal of this role is to enhance Advisor performance within the organization by conducting thorough Call Audits, documenting findings, and providing actionable feedback. This position aims to drive improvement in advisor conversation quality.

Key Responsibilities:

  • Quality Audit professional with expertise in contemporary Conversion centric (Sales Process) Call Audits.
  • Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
  • Deliver 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 and company policies.
  • Work with management to identify areas for process optimization and improved customer interactions.

Requirements for 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.

Prior experience in EdTech industry standards is beneficial.

Essential Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • 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 advantage

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