Quality Enhancement Specialist
2 days ago
This position plays a pivotal role in augmenting Advisor productivity within the organization. The primary objective is to conduct thorough Call Audits, provide detailed feedback and recommendations, and collaborate with the training team to develop coaching programs.
- Experienced Call Audit professional with hands-on expertise in all aspects of contemporary Conversion centric (Sales Process) Call Audits.
- Maintain quality standards by monitoring and evaluating inbound and outbound sales calls for adherence and compliance.
- Deliver actionable 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.
- Contribute to creating and updating quality guidelines and performance criteria.
Key qualifications include:
- 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.
- Demonstrated 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 industry standards is beneficial.
Essential Skills: Call Quality Audit, Sales Process Knowledge, Feedback Delivery, Critical thinking, Talent Development, Growth mindset, Conflict resolution, Decision Making.
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