Senior Operations Specialist

2 days ago

Vijayawada, Andhra Pradesh, India beBeeOperations Full time ₹ 50,00,000 - ₹ 80,00,000
Job Title: Senior Operations Specialist

Job Description:

We are seeking a highly skilled and experienced Senior Operations Specialist to join our team. As a key member of our operations department, you will be responsible for facilitating advisor productivity within the organization through Best-in-Class Call Audits, Audit Documentation & feedback, to assist with enhancement in advisor conversation quality.

Key Responsibilities:

  • Quality Audit professional with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits.
  • Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
  • Provide detailed feedback and recommendations to Outreach 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 compliance with company policies, procedures, and relevant regulations.
  • Work with management to identify areas for process optimization and improved customer interactions.

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 a high-ticket sales environment and Inside Sales Outreach operations.
  • Excellent analytical and observation skills.
  • Effective communication and feedback delivery.
  • Proficiency in using call monitoring tools and CRM software.

Preferred Qualifications:

  • Familiarity with EdTech industry standards is a plus.
  • Working knowledge of any tools/applications to implement instructional design process – preferred.

Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • Delivering Feedback
  • Critical thinking
  • Coach & develop teams
  • Growth mindset
  • Conflict resolution
  • Decision Making
  • Technical Skills:
    • MS Office applications like Excel, Powerpoint, Planner, etc.
    • Reporting skills for formulating and basic automation, trend analysis using Excel

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