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Quality Assurance Specialist
2 weeks ago
**Job Title:** Quality Assurance Specialist
We are seeking a skilled Quality Assurance Specialist to facilitate advisor productivity within our organization. This position is responsible for conducting Best-in-Class Call Audits, documenting feedback, and assisting with enhancement in advisor conversation quality.
Key Responsibilities:- Conduct thorough Call Audits to 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.
- 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.
Familiarity with EdTech industry standards is a plus. Key Skills include Call Quality Audit, Consultative Sales Process Knowledge, Delivering Feedback, Critical thinking, Coach & develop teams, Growth mindset, Conflict resolution, Decision Making, Technical 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.
