The role of the quality assurance analyst is to ensure that all outbound calls meet company standard policy and procedures. Screens outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization. Verifies results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Essential Functions:
Evaluates sales approaches by rating effectiveness of sales representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
Performs call monitoring and provides trend data to sales management team.
Audit and review quality assurance processes and tasks.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Coaches the team on sales call to meet targeted sales goals.
QA Analyst educates agents on the purpose of the team and what can be done to ensure high QA scores. During training, the team may let the agents listen to samples of calls gone wrong and calls that went right. A few points the QA steps may cover including how to stick to the telephone script, branding the call, taking ownership of the call, avoiding dead airtime and closing the call.
Provides feedback to sales managers and operations manager and assist in the creation of performance improvement goals and the development of training programs
Participates in design of call monitoring formats and quality standards.
Perform related duties as required.
Competencies:
Communication Proficiency - Exceptional listening and analytical skills.
Excellent oral, written and interpersonal communication skills.
Keen Attention to details.
High Level of Initiative and Accountability
Problem Solving/ Analysis
Required Education and Experience:
At least 3 years of experience in a hard-selling account with an exceptional record as an agent (exceed quotas)
Minimum of 2 years’ experience managing, coaching or training sales personnel in a quota based environment.
"We accept full-time or part-time and home-based applicants"
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PLATYPPINES MEDIA SOLUTIONS IS AN INDEPENDENT CONTRACTOR OF PLATYPUS PRODUCTIONS INC., A MEDIA AND ADVERTISING COMPANY BASED IN SEATTLE, WA, USA.
Submit your Comprehensive Resume with a Cover Letter to our corporate office located @ 2/F Casa Del Chino, Ygua Building, Velez-Hayes Street, Cagayan de Oro City.
You may also email us thru: cherryc@platypuslocal.com
Kindly encrypt the subject of your Application with your Desired Position.