Senior Quality Assurance Professional
4 days ago
This role is ideal for an experienced professional seeking a challenging opportunity to drive quality and excellence in customer interactions.
- We are looking for a skilled Quality Assurance Specialist to join our Inbound Sales Team, ensuring that every interaction meets the highest levels of quality and efficiency.
Key Responsibilities:
- Maintain and improve quality standards by monitoring and auditing calls, ensuring alignment with company guidelines and excellent sales practices.
- Evaluate call performance using a scorecard system, provide detailed reports, and collaborate with the Sales Trainer & Inbound Sales Team Leaders to support continuous improvement.
- Perform regular call, chat, and email monitoring within the Inbound Sales Team to ensure compliance with quality standards.
- Set clear QA goals and targets aligned with Sales Trainers' objectives and engage in daily check-ins to understand team requirements and report findings.
- Participate in Customer Listening Programs to identify customer needs and expectations.
- Ensure accurate product information is provided, and adherence to call-back schedules and sales processes.
- Identify positive and negative trends among Inbound Sales Specialists and log QA results on various systems and spreadsheets as required.
- Create a QA scorecard and phonetics guideline for Inbound Sales Specialists.
- Coordinate with Inbound Team Leaders and Managers to ensure adequate audits are performed for each Inbound Sales Specialist.
- Escalate urgent queries requiring senior management input.
Requirements:
- Minimum 2+ years of experience in a call center or Quality Assurance role.
- Excellent active listening skills and attention to detail.
- Solid understanding of Quality Assurance processes and knowledge of call center operations.
- Familiarity with QA scorecard creation and development.
Estimated Salary: R150,000 - R200,000 per annum (dependent on experience) plus benefits.
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