
Senior Operations Assistant
3 days ago
The position of a Senior Operations Assistant is crucial in facilitating productivity among the team members.
- Quality Assurance: Hands-on experience in conversion-centric call audits, ensuring adherence to best practices.
- Call Evaluation: Monitoring and assessing inbound and outbound sales calls for compliance with quality standards.
- Feedback and Recommendations: Providing detailed feedback and suggestions to advisors for continuous improvement.
- Documentation and Reporting: Documenting call assessments, identifying trends, and reporting on key performance indicators (KPIs).
- Collaboration and Coaching: Collaborating with the training team to develop coaching programs based on audit findings.
- Quality Guidelines and Performance Criteria: Assisting in creating and updating quality guidelines and performance criteria.
- Compliance and Process Optimization: Ensuring compliance with company policies and procedures while working with management to identify areas for process optimization.
This role requires a Bachelor's degree or equivalent experience in a relevant field, along with proven experience in a Call Quality Auditor or quality assurance role, and strong understanding of consultative sales processes.
The ideal candidate will possess excellent analytical and observation skills, as well as effective communication and feedback delivery. Proficiency in using call monitoring tools and CRM software is essential. Familiarity with industry standards is a plus.
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