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DESCRIPTION
The Quality Auditing Analyst is responsible for monitoring and evaluating the performance of sales agents to ensure compliance with program standards and client requirements. This role involves analyzing call recordings, providing feedback, and developing strategies to enhance the quality of service and improve sales performance.
Responsibilities:
- Complete quality audits of agent transactions each month per agreed schedule.
- Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.
- Create and complete Quality Assurance reports and distribute to stakeholders.
- Analyze quality results and provide training, process, and quality improvement recommendations.
- Participate in internal and external client meetings re quality processes, the quality form, or quality improvement initiatives.
- Participate in and or manage monthly calibration sessions with internal stakeholders and or the client.
- Improve agent performance through the completion of side by side coaching.
- Maintain all quality assurance metrics. Fulfil other quality coaching assignments as needed.
REQUIREMENTS
Job Qualifications:
- At least 1-year of experience in Quality.
- At least 1-year sales experience primarily outbound sales upselling, cross selling, online sales, or telemarketing relationship sales, ad sales, digital marketing.
- Strong understanding of sales processes, techniques, and best practices.
- Excellent analytical and problem solving skills.
- Proficiency in using quality monitoring tools and CRM software.
- Strong communication and interpersonal skills.
- Attention to detail and a high level of accuracy in work.
- Ability to work independently and as part of a team.
- Fluency in Spanish.
- Good level of English.