We are seeking a meticulous Sales Auditor to conduct qualitative and quantitative audits across all customer interactionsbe it through chat, call, or 1:1sacross our organization. Your expertise will be instrumental in enhancing CSAT levels and fortifying our SOPs. As an Auditor for Customer Interaction Channels, you will be instrumental in maintaining the highest standards of customer service and communication across various mediums, including chat, call, and video interactions. Your role will involve assessing interaction quality, ensuring adherence to company policies, and driving continuous improvement initiatives to enhance overall service delivery. Key Responsibilities well trust you with: Conduct Audits: Regularly audit sales interactions across various channels, including chat, call, and video, to assess quality, compliance with company policies, and customer satisfaction levels. Develop Audit Protocols: Create and maintain audit protocols and evaluation criteria to ensure consistency and accuracy in evaluating sales interactions. Provide Feedback and Coaching: Offer detailed feedback and coaching to sales representatives based on audit findings, emphasizing areas for improvement and best practices to enhance sales effectiveness. Collaborate for Improvement: Work with team leaders and managers to develop action plans and initiatives focused on enhancing sales quality and efficiency. Track and Analyze Data: Analyze audit data to identify trends, patterns, and root causes of sales-related quality issues, and propose solutions for continuous improvement. Stay Informed: Stay updated on industry best practices, emerging trends, and new technologies relevant to sales techniques and communication channels. Training Support: Collaborate with training teams to develop training materials and programs tailored to address identified sales training needs based on audit findings. Participate in Cross-Functional Projects: Contribute insights and recommendations for enhancing the overall sales experience by actively participating in cross-functional meetings and projects. Foster a Culture of Excellence: Promote a culture of accountability, excellence, and continuous improvement within the sales team to drive performance and achieve sales targets effectively. Core Competencies Bachelor’s degree in Business Administration, Communications, or related field. Minimum 3 years of proven experience in quality assurance or auditing within customer service or SaaS. Exceptional analytical skills for data interpretation and trend identification. Strong grasp of customer service principles, practices, and industry standards. Excellent communication and interpersonal skills for effective feedback and coaching. Proficiency in using quality monitoring tools and software. Detail-oriented with a focus on accuracy in interaction assessment. Ability to work independently and collaboratively in a fast-paced environment. Certification as a Quality Auditor (CQA) or similar is advantageous. Familiarity with Lean or Six Sigma methodologies for process improvement is desirable. Why CEDCOSS? CEDCOSS stands tall as a vanguard of innovation, an aggregator of possibilities, and an enabler of technological prowess. Our expert team under the roof of CEDCOSS is a collective force dedicated to delivering cutting-edge products that redefine industry standards. Specializing in e-commerce development, mobile app development, progressive web apps, API integration, CRM and ERP development, cloud architecture, DevOps, AWS-SaaS development, Artificial Intelligence (AI), Machine Learning, Virtual Intelligence, Chatbots, and Cross-Platform Development Tools, we craft comprehensive products that serve as the technical backbone for online ventures. Our impact extends globally, catering to a diverse clientele that includes big tech companies, MSMEs, and ambitious entrepreneurs. As partners, we stride alongside Fortune 500 organizations and Global 2000 enterprises, forging alliances with tech giants such as Google, Meta, and Amazon. In the realm of digital transformation, CEDCOSS isn't just a digital product creator; we are architects of digital excellence. And the PERKS | The good stuff you get for working hard Flexible working for a better work-life balance The five-day workweek for more time off A plethora of industry exposure and self-growth opportunities JOIN US to maximize your impact on strategy and performance.
