Senior Call Quality Assurance Expert

6 days ago

Solapur, Maharashtra, India beBeeQuality Full time ₹ 10,00,000 - ₹ 15,00,000
Quality Assurance Specialist Job Description

The primary goal of this position is to optimize productivity within the organization by conducting thorough call quality audits, providing detailed feedback, and assisting with conversation improvement.

Key Responsibilities:

  • Conduct Quality Audit assessments for inbound and outbound sales calls to ensure adherence to quality standards and compliance.
  • Provide actionable feedback and recommendations to sales teams for continuous growth and development.
  • Document call evaluations, identify trends, and report key performance indicators (KPIs).
  • Collaborate with the training team to create coaching programs based on audit findings.
  • Develop and update quality guidelines and performance criteria.
  • Ensure adherence to regulatory requirements and company policies.
  • Work with management to optimize processes and improve customer interactions.

Required Skills and Qualifications:

  • Bachelor's degree or equivalent experience in a relevant field.
  • Minimum 3 years of experience as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
  • In-depth understanding of consultative sales processes in high-ticket sales environments and Inside Sales Outreach operations.
  • Excellent analytical and observational skills.
  • Effective communication and feedback delivery.
  • Proficiency in using call monitoring tools and CRM software.

Benefits:

Familiarity with EdTech industry standards is an asset.

Key Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • Delivering Feedback
  • Critical thinking
  • Coach & develop teams
  • Growth mindset
  • Conflict resolution
  • Decision Making

Technical Skills:

  • 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

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