Emeritus | Senior Associate- Quality Audit
2 weeks ago
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries. Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.
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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