Senior Quality Assurance Specialist
6 days ago
The role of the Senior Quality Assurance Specialist is a pivotal position that plays a crucial part in ensuring the delivery of exceptional customer experiences through high-quality sales interactions. The successful candidate will be responsible for facilitating Advisor productivity within the organization by providing Best-in-Class Call Audits, Audit Documentation & feedback, and assisting with enhancement in advisor conversation quality.
Key Responsibilities:
- Quality Audit professionals with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits will conduct thorough assessments of inbound and outbound sales calls to ensure adherence to quality standards and compliance.
- The ideal candidate will provide detailed feedback and recommendations to Outreach Advisors for continuous improvement, helping them develop their skills and expertise.
- They will document call assessments, identify trends, and report on key performance indicators (KPIs) to help inform business decisions.
- Collaboration with the training team is essential to develop coaching programs based on audit findings, ensuring that advisors receive the support they need to excel.
- Additionally, this role will assist in creating and updating quality guidelines and performance criteria, ensuring that everyone is aligned and working towards the same goals.
- Compliance with company policies, procedures, and relevant regulations is paramount, and the successful candidate will work closely with management to identify areas for process optimization and improved customer interactions.
To succeed in this role, you will require:
- Bachelor's degree or equivalent experience in a relevant field such as Business Administration, Communications, or Sales.
- A minimum of 3+ years' experience as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center, with a proven track record of driving quality improvements.
- Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations.
- Excellent analytical and observation skills, with the ability to identify areas for improvement and implement effective solutions.
- Effective communication and feedback delivery, with the ability to articulate complex ideas clearly and concisely.
- Proficiency in using call monitoring tools and CRM software, with the ability to adapt to new technologies quickly.
Familiarity with EdTech industry standards is highly desirable but not essential. The ideal candidate will possess a growth mindset, be comfortable with change, and have excellent conflict resolution and decision-making skills.
You will also have the opportunity to develop your skills in areas such as:
- Call Quality Audit
- Consultative Sales Process Knowledge
- Delivering Feedback
- Critical thinking
- Couching and developing teams
- Growth mindset
- Conflict resolution
- Decision Making
We are looking for someone who is passionate about delivering exceptional customer experiences and has a strong desire to improve processes and outcomes. If you are a motivated and results-driven individual with a focus on quality and excellence, we would love to hear from you.
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