Senior Call Quality Assurance Specialist

2 days ago

Jodhpur, Rajasthan, India beBeeQuality Full time ₹ 9,00,000 - ₹ 12,00,000

Job Description:

  • As a Call Quality Assurance Specialist, you will play a crucial role in enhancing Advisor productivity within our organization.

Key Responsibilities:

  1. Conduct thorough Call Audits to identify areas for improvement and provide actionable feedback to Advisors.
  2. Monitor and evaluate inbound and outbound sales calls to ensure adherence to quality standards and compliance.
  3. Develop and implement coaching programs based on audit findings, collaborating with the training team.
  4. Document call assessments, identify trends, and report on key performance indicators (KPIs).
  5. Work with management to optimize processes and improve 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.

Nice to Have:

  • Familiarity with EdTech industry standards.
  • Working knowledge of Salesforce.

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