Operations Enhancement Specialist
2 days ago
The primary objective of this role is to augment the productivity of advisors within the organization by conducting thorough call assessments, providing actionable feedback, and implementing strategies for improvement.
Key Responsibilities:- Conduct quality audits on inbound and outbound sales calls to ensure adherence to established standards and compliance.
- Provide constructive recommendations and guidance to outreach advisors to foster continuous growth and development.
- Document call evaluations, identify trends, and report key performance indicators (KPIs) to inform business decisions.
- Collaborate with the training team to develop coaching programs based on audit findings and best practices.
- Assist in creating and updating quality guidelines and performance criteria to support advisor success.
- Ensure adherence to organizational policies, procedures, and relevant regulations.
- 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.
- Strong understanding of consultative sales processes and inside sales outreach operations.
- Excellent analytical, observation, and communication skills.
- Proficiency in using call monitoring tools and CRM software.
- Familiarity with industry standards.
- Working knowledge of Salesforce and instructional design process implementation.
This position requires a growth mindset, effective communication, and conflict resolution skills to drive results and improve customer interactions.
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