Sales Quality Excellence Professional

2 days ago

Gurgaon, Haryana, India beBeeQuality Full time ₹ 15,00,000 - ₹ 28,00,000
Quality Assurance Specialist Role

About the Job

We are seeking a detail-oriented and analytical professional to join our team as a Quality Assurance Specialist. In this role, you will play a crucial part in enhancing customer interactions, optimizing sales processes, and ensuring compliance with industry standards.

Your Key Responsibilities:

  • Enhance Quality Standards: Conduct systematic assessments of customer interactions (calls, chats, emails) to ensure alignment with sales processes, policies, and service excellence.
  • Drive Performance Improvement: Identify gaps in agent performance, provide actionable feedback, and collaborate with Process Trainers to design effective training interventions.
  • Deliver Data-Driven Insights: Analyze customer feedback, sales metrics, and quality trends to provide meaningful insights that support decision-making and business growth.
  • Ensure Compliance & Best Practices: Maintain adherence to regulations such as the Australian Consumer Law (ACL), ACCC guidelines, and privacy laws while promoting ethical sales practices.
  • Optimize Sales & Customer Experience: Work cross-functionally with Sales, Training, and Operations teams to refine scripts, processes, and best practices for improved conversions and customer satisfaction.
What We Are Looking For

The ideal candidate will have:

  • A minimum of 2 years of Quality Assurance experience in a Sales or Contact Centre environment.
  • Strong knowledge of sales processes, including customer engagement, upselling, and objection handling.
  • Expertise in QA principles, performance metrics (CSAT, NPS, KPIs), and coaching techniques.
  • Data analysis skills to identify trends, generate reports, and implement improvement strategies.
  • Excellent communication skills to provide constructive feedback and collaborate with stakeholders.
  • Regulatory knowledge of ACL, privacy laws, and compliance best practices.
  • Advanced Microsoft Excel proficiency (Pivot tables, VLOOKUP, data visualization).
  • Experience with quality management tools (Verint, Aircall, ConvoZen) and CRM solutions (HubSpot, Salesforce) is a plus.
  • Certifications in Six Sigma, Lean, or process improvement methodologies (highly regarded).

Why Join Us

In this role, you will have the opportunity to work with a talented team, develop your skills, and make a real impact on our customers' experiences. If you are passionate about quality assurance, sales optimization, and customer experience enhancement, we encourage you to apply.

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