Quality Analyst (sales) Job in Growthschool

Job Summary:

Quality Analyst Sales is responsible for monitoring and evaluating the quality of Learner interactions handled by sales Advisors. This role involves assessing Advisor performance, providing feedback, and implementing strategies to improve service quality and Learner satisfaction. The QA will work closely with Sales managers and Advisors to ensure compliance with company standards and enhance overall operational efficiency.

Key Responsibilities:

Call Monitoring and Evaluation:

• Monitor live or recorded calls to assess Advisor performance based on predefined criteria.
• Evaluate the quality of Learner interactions, including communication skills, problem-solving abilities, and adherence to scripts.

Data Analysis and Reporting:

• Analyze call data and quality metrics to identify trends, strengths, and areas for improvement.
• Prepare and present detailed reports to management, highlighting key findings and actionable insights.

Feedback and Coaching:

• Conduct one-on-one coaching sessions to help Advisors improve their performance and achieve quality targets (if required).
• Provide constructive feedback to sales Advisors based on call evaluations.

Process Improvement:

• Identify gaps in sales processes and recommend improvements to enhance service quality and efficiency.
• Collaborate with cross-functional teams to implement best practices and optimize sales operations.

Compliance and Standards:

• Ensure all sales activities comply with company policies, industry regulations, and quality standards.
• Stay updated with relevant industry standards and incorporate them into quality assurance processes.

Documentation and Reporting:

• Maintain comprehensive records of call evaluations, feedback sessions, and improvement plans.
• Generate regular reports to track progress and measure the impact of quality initiatives.

Training and Development:

• Assist in developing and delivering training programs to enhance the skills and knowledge of sales Advisors.
• Promote a culture of continuous improvement and learning within the sales.
• Train agents on identified gaps.

Qualifications:

• Bachelor s degree or above.
• Proven experience in quality assurance, Learner service, or a related role within a sales environment.
• Minimum 1-2 years of experience.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and coach team members effectively.
• Proficiency in using call monitoring and quality assurance software and tools.
• Strong organizational and time management skills.

Preferred Skills:

• Experience in the sales or Learner service industry.
• Familiarity with Learner relationship management (CRM) systems.
• Communication skills
• Proficiency in analyzing gaps
• Give training as required