Senior Quality Assurance Specialist
2 days ago
Senior Quality Assurance Specialist
A vital role within our organization seeks a diligent and analytical individual to oversee the quality of sales calls.
About the Role:The Senior Quality Assurance Specialist will be responsible for conducting thorough audits to assess call adherence to quality standards and compliance. This involves providing detailed feedback and recommendations to improve conversation quality, documenting assessments, identifying trends, and reporting key performance indicators.
In collaboration with the training team, this specialist will develop coaching programs based on audit findings and assist in creating/updating quality guidelines and performance criteria. The ideal candidate will also evaluate and ensure compliance with company policies and regulations, as well as work with management to identify areas for process optimization.
Requirements:- Bachelor's degree or equivalent experience in a relevant field.
- Proven experience 3+ years 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.
Familiarity with EdTech industry standards is desirable.
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