Senior Quality Assurance Specialist

3 days ago

Jamnagar, Gujarat, India beBeeAuditor Full time ₹ 80,00,000 - ₹ 1,50,00,000
Job Description

We are seeking a highly skilled and experienced Call Quality Auditor to facilitate advisor productivity within our organization. The key objective of this position is to optimize call quality through Best-in-Class Call Audits, Audit Documentation & feedback.

The ideal candidate will possess hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits, as well as strong analytical and observation skills. They will be responsible for monitoring and evaluating inbound and outbound sales calls for adherence to quality standards and compliance.

The selected individual will provide detailed feedback and recommendations to Outreach Advisors for continuous improvement. They will also document call assessments, identify trends, and report on key performance indicators (KPIs).

Collaboration with the training team is essential to develop coaching programs based on audit findings. Additionally, the successful candidate will assist in creating and updating quality guidelines and performance criteria.

It is crucial that the chosen candidate ensures compliance with company policies, procedures, and relevant regulations. Furthermore, they will work with management to identify areas for process optimization and improved customer interactions.

Requirements

To excel in this role, the candidate should possess:

  • A 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 a plus.

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