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Objective: We are seeking a dedicated and skilled Quality Audit professional to facilitate advisor productivity within our organization. The successful candidate will be responsible for conducting Best-in-Class Call Audits, providing detailed feedback and recommendations, and assisting with the enhancement of advisor conversation quality.
- 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 relevant regulations and company policies.
- Work with management to identify areas for process optimization and improved customer interactions.
- 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.
Familiarity with EdTech industry standards is highly desirable.
The ideal candidate will possess strong analytical and communication skills, as well as the ability to work effectively in a team environment.
Key Skills:- Call Quality Audit
- Consultative Sales Process Knowledge
- Delivering Feedback
- Critical thinking
- Coach & develop teams
- Growth mindset
- Conflict resolution
- Decision Making
- MS Office applications like Excel, PowerPoint, Planner, etc.
- Reporting skills for formulating and basic automation, trend analysis using Excel
- Working knowledge of any tools/applications to implement instructional design process – preferred
- Working Knowledge of Salesforce is an added plus
