Senior Call Quality Specialist
6 days ago
Objective:
This role focuses on boosting advisor performance through meticulous call evaluations and actionable feedback.
Key Responsibilities:
- Conduct thorough quality audits of sales calls to ensure adherence to standards and compliance.
- Evaluate inbound and outbound sales calls for quality and performance.
- Provide insightful feedback and recommendations to advisors for continuous improvement.
- Document call assessments, identify trends, and report on key performance indicators (KPIs).
- Collaborate with the training team to develop coaching programs based on audit findings.
- Assist in creating and updating quality guidelines and performance criteria.
- Ensure adherence to company policies, procedures, and relevant regulations.
Success in this position requires:
- Bachelor's degree or equivalent experience in a relevant field.
- Proven experience as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
- Strong understanding of consultative sales processes in high-ticket sales environments and Inside Sales Outreach operations.
- Excellent analytical and observation skills.
- Effective communication and feedback delivery.
- Proficiency in using call monitoring tools and CRM software.
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