Sales QA Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Debtline Full time

Who are we and what do we believe in?
We're deeply digitally focused, highly energetic, and very ambitious. Inala Money Group forms part of the Balfour Group which was founded in 2017, merging several successful tech businesses.


The engine that drives our growth is an exceptional combination of technology, marketing, sales and revenue collection, driven by a team of extraordinary talent.

Our FinTech arm Inala Money Outsourcing is looking for a Sales QA Specialistto join our team and help us on our journey of Hyper Growth

The Role

What will you be doing?

  • Establish QA standards and scorecards against which front office sales agents are measured, taking business goals and KPIs into consideration.
  • Continuously review sales agents' conversations across all contact touchpoints to measure performance and track quality.
  • Establish and run call calibration sessions to evaluate agent performance.
  • Identify lapses in agents' performance and provide constructive feedback and work with the Team Leads to provide coaching for improvement, with relevant follow ups to ensure changes have been implemented successfully.
  • Track/ report on the outcomes of coaching/ QA interventions on the sales floor.
  • Engage in call listening to identify friction points and improvement opportunities both for agents and for the business.
  • Recommend improvements in customer engagement strategies to increase agents' efficiency.
  • Identify areas of risk and noncompliance and drive appropriate remedial action.
  • Participate in team meetings to discuss customer engagement trends, agent review feedback, and implementation of quality management strategies.
  • Provide recommendations to Team Leads and HR on the employment of call center agents.
  • Support recruiting, onboarding and performance improvement processes as required.
  • Contribute to establishing a culture of continuous improvement.

Responsibilities and Duties:

  • Maintain, develop and implement call center quality assurance standards.
  • Assess sales interactions for all categories of agents skillsets, including lead generation agents, financial advisors and financial consultants.
  • Accompany evaluations with meaningful and constructive feedback every day, week, month.
  • Discuss and explain learnings with agents in regular meetings.
  • Understand the compliance and product market in which we operate for incorporation into the quality scorecards.
  • Help the team improve sales performance and elevate the quality of the customer experience with specific instructions and constant support, working closely with team leads, CCM and HR to ensure continuous improvement.
  • Ensure appropriate tracking mechanisms are in place to assess impact of interventions and identify where further intervention is required.

Qualifications and Experience:

  • Experience in outbound sales call center environments preferred
  • Debt Review experience is highly advantageous
  • Handson experience in quality assurance
  • Great people skills and ability to communicate (negative) feedback
  • Good organisational skills, knowledge of goalsetting practices
  • Have report writing, data visualisation, and presentation skills
  • Understanding of basic business metrics and how quality impacts these
  • Problemsolving capabilities to create meaningful strategies to improve quality.
  • Familiar with call center QA software like Callbi
  • Be techsavvy and competent in Microsoft Office
  • Knowledge and experience defining and tracking sales/ customer experience QA metrics.
  • Ability to communicate with discretion, professionalism, and confidentiality when needed.
  • Ability to positively contribute to organizational culture.
  • Excellent verbal and written communication skills.
  • Ability to multitask and thrive in a fastpaced environment.

Your team:

  • Culture is everything in this business. We believe in winning as a team and have a highly collaborative environment.
  • The office space is vibey and we believe in having a fun work environment for everyone.
  • We celebrate success We believe that hard work pays off. We have high expectations of ourselves and of others, but excellence deserves reward and there are great incentives and bonus structures in place to support this.

What is on offer

  • A great purpose, a great team, engaging culture
  • Market related remuneration package
  • An opportunity to get in on the ground floor of a young, fast growing business with big ambitions
  • Opportunity to work with experienced entrepreneurs and business leaders
  • Space to grow and opportunity to build

Job Types:
Full-time, Permanent

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