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Business Excellence Associate
3 weeks ago
We are seeking a highly skilled and experienced Assistant Manager to join our team. The ideal candidate will have a strong background in quality assurance, with expertise in call center operations and sales processes.
The objective of this position is to enhance advisor productivity by facilitating Best-in-Class Call Audits, Audit Documentation & feedback, and assisting with the enhancement of advisor conversation quality.
Key responsibilities include:
- Quality Audit professional with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits.
- Monitoring and evaluating inbound and outbound sales calls for adherence to quality standards and compliance.
- Providing detailed feedback and recommendations to Outreach Advisors for continuous improvement.
- Documenting call assessments, identifying trends, and reporting on key performance indicators (KPIs).
- Collaborating with the training team to develop coaching programs based on audit findings.
- Assisting in creating and updating quality guidelines and performance criteria.
- Ensuring compliance with company policies, procedures, and relevant regulations.
- Working with management to identify areas for process optimization and improved customer interactions.
To be successful in this role, you will need:
- A 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.
- A 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.
Familiarity with EdTech industry standards is a plus.
Key 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 plus
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