Senior Associate- Quality Audit
1 month ago
Roles and Responsibilities:
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 company policies, procedures, and relevant regulations.
Work with management to identify areas for process optimization and improved customer interactions.
Key Skills and Qualifications:
Call Quality Audit
Consultative Sales Process Knowledge, Delivering Feedback
Decision Making ,Critical thinking and ability to Coach & develop teams
Growth mindset
Conflict resolution
Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
Strong understanding of sales processes and Inside Sales Outreach operations.
Excellent analytical and observation skills.
Effective communication and feedback delivery.
Proficiency in using call monitoring tools and CRM software.
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