
Sales Quality Enhancement Professional
2 days ago
About the Role:
This position is responsible for ensuring and enhancing the quality of customer interactions within a sales or service process. The role involves conducting audits, providing agent feedback, identifying training needs, and collaborating with internal teams to improve performance, customer satisfaction, and sales outcomes.
Key Responsibilities:
- Perform call and email audits based on defined guidelines and sampling methodology.
- Manage the transaction quality framework for a sales and/or service process.
- Identify performance gaps and provide one-on-one feedback to agents.
- Prepare and circulate regular audit reports within the internal team.
- Collaborate with the training team by sharing insights to enhance the quality of calls, emails, and chats.
- Highlight process-related issues and escalate them to the manager or relevant stakeholders.
- Proactively initiate strategies to enhance team performance, boost customer satisfaction, and increase sales conversions.
Requirements:
- A graduate degree in any discipline is mandatory.
- At least 1 year of tenure at the company is required.
- Prior experience in a customer service or sales process is essential.
- Hands-on experience with quality control tools is necessary.
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