Sales Call Centre Quality Analyst

6 days ago

Johannesburg Metropolitan Area, South Africa Sena Financial Services Official Full time

Sena Financial Services is an emerging intermediary and financial advisory firm that specializes in COID administration and the distribution of value-added life insurance products.

We are committed to excellence and are currently seeking a dynamic and ambitious Sales Call Centre Quality Analyst to

monitor and evaluate customer interactions to provide constructive feedback to Sales Agents, and identify areas for process improvement

This is an exciting opportunity to excel and make a significant impact at Sena

Sales Call Centre Quality Analyst

PURPOSE OF THE ROLE

This role involves evaluating sales and policy admin performance and processes to ensure they meet company standards and customer expectations. This role involves monitoring sales calls and interactions, analysing customer feedback, and providing coaching to sales teams. Key responsibilities include tracking key performance indicators and contributing to the overall improvement of the sales process.

KEY DUTIES

· 
Monitoring and evaluation
: Review and score sales calls, chats, and other customer interactions to ensure adherence to quality standards and processes.

·
Data analysis
: Analyse sales data, customer feedback, and performance metrics to identify trends, strengths, and weaknesses in sales strategies and agent performance.

·
Process improvement:
Identify broken internal processes, skills gaps, and inefficiencies, and propose solutions to improve the sales process and increase productivity.

·
Coaching and feedback:
Provide constructive feedback and training for sales representatives to help them improve their skills and meet performance targets.

· 
Quality Assurance:
Ensure that the sales team's output meets both internal quality standards and external customer expectations before the customer is fully engaged.

SKILLS AND COMPETENCIES

·       

Analytical skills: The ability to analyse data and identify trends is crucial for making informed decisions and improvements.

  • Communication and interpersonal skills: Excellent communication is needed to provide constructive feedback and coach sales and Policy Admin staff effectively.
  • Attention to detail: A high level of detail is required to identify specific issues in interactions and processes.
  • Quality focus: A strong commitment to quality and excellence is fundamental to the role
  • Technical proficiency: The ability to use and adapt to various software and analytical tools is necessary.

MINIMUM REQUIREMENTS

·       A 3-year qualification in business, administration, or a related field, such as communications

·       Proven experience in client relationships

·       
A Minimum of 2 years'
experience as a Quality Analyst in a Sales Call Centre environment

·       Proficient in Adobe, Word, Excel, Outlook, and PowerPoint, and reporting tools.

Six Sigma certification is an advantage

Applications should be sent to

  • Call Centre Quality Assurance

    1 week ago

    Johannesburg, South Africa Cartrack Full time

    An exciting opportunity exist for a seasoned QA Consultant. Key responsibilities include assessing call quality and behavior for Call Centre Agents in the Call Centre Centre (sales & customer services) by listening to live and recorded calls. You will also conduct necessary coaching with the aim to improve service delivery, compliance and legislative...

  • Call Centre Sales Agent Position

    15 hours ago

    Johannesburg Metropolitan Area, South Africa IntelliBPO Full time

    Company DescriptionIntelliBPO is a boutique provider in the offshore, nearshore, and onshore BPO space, specializing in supporting a variety of industry verticals. As experts in digital customer experience (DEX), the company offers tailored professional services and technology solutions to help businesses enhance integrated digital communication channels and...

  • Call Centre Quality Assurer

    1 week ago

    Johannesburg, South Africa Job Crystal Full time

    This individual will assist in developing, creating and implementing Call Centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience **DUTIES & RESPONSIBILITIES, NOT LIMITED TO**: - Perform daily quality assessments for advisors, on all...

  • Group Call Centre Manager

    22 hours ago

    Johannesburg, South Africa Richfield Graduate Institute of Technology Full time

    The Group Call Centre Manager is responsible for overseeing all aspects of call centre operations, ensuring optimal performance, team development, and customer satisfaction while driving target achievement and operational efficiencies. Group Call Centre Manager duties and responsibilities: **Operational Management** - Lead the daily operations of the call...

  • Call Centre Agent

    2 weeks ago

    Johannesburg, South Africa Fempower Personnel Full time

    Our client has an opportunity available for a Call Centre Agent based in Johannesburg. **Requirements**: - Matric. - Ability to speak Afrikaans. - Occupational Health and Safety Compliance qualification. - 2 to 4 years’ sales experience in a Call Centre environment. - Experience in developing leads and researching potential clients. - Ability to contact...

  • Rsa - Flight Centre Sales Centre Expert

    1 week ago

    Johannesburg, South Africa Flight Centre Full time

    **Job no**: 512777 **Brand**: Flight Centre **Work type**: Full time **Location**: Johannesburg West **Categories**: Leisure Travel & Retail **General Information** **Job title**: **Flight Centre Sales Centre Expert** **Purpose**: To sell preferred travel products and process reservations for complex air and holiday packages, through travel consultant...

  • Call Centre Manager

    3 days ago

    Johannesburg, South Africa Heitha Staffing Group Full time

    **Purpose**: To define and drive the execution of the Sales and Service Strategy in the Investments and Transactional Banking Call Centre, achieving profitability targets. To supervise and energise a team of Inbound and Outbound Call Centre Supervisors, in order for the Call Centre to function effectively and profitability. **Minimum Requirements**: -...

  • Outbound Sales Consultant

    7 days ago

    Johannesburg, South Africa Call Centre Staffing Full time

    Gauteng, JHB - Northern Suburbs - R 45000 One of the leaders in the Insurance sector is looking for Sales Consultants to sell life cover to new and existing clients. - **At least 2 years’ experience within a Sales Outbound Call Centre**(with targets attached to the sales) - Financial services experience (advantageous) - RE Exam Advantageous - 30 FAIS...

  • Outbound Sales Consultant

    22 hours ago

    Johannesburg, South Africa Call Centre Staffing Full time

    Gauteng, JHB - Northern Suburbs One of the leaders in the Insurance sector is looking for Sales Consultants to sell life cover to new and existing clients. - **At least 2 years’ experience within a Sales Outbound Call Centre**(with targets attached to the sales) - Financial services experience (advantageous) - RE Exam Advantageous - 30 FAIS Credits -...

  • Dynamic Call Centre Sales Specialist

    1 week ago

    Johannesburg, South Africa Avatar Advisory - Avatar Human Capital Full time

    A leading advisory firm in Johannesburg is seeking a motivated Call Centre Sales Agent. The role involves making outbound calls, handling customer inquiries, and promoting products/services to achieve sales targets while providing excellent customer service. Candidates should have a Matric qualification and 6–12 months of call centre sales experience....