Quality Analyst (Sales Process)

As a Quality Analyst, your primary responsibility will be to develop and maintain internal support and call center quality standards. You will review a subset of sales agents" interactions such as calls, emails, and chats, and provide meaningful and constructive feedback on evaluations. It will be essential for you to discuss and explain feedback with agents in regular meetings and create strategies to improve support Key Performance Indicators (KPIs). Additionally, you will assist agents in enhancing their performance through specific guidance and ongoing support, identify training and onboarding needs, and initiate related projects. Generating reports reflecting support performance and reporting the support team's performance to senior management will also be part of your role. Participation in calibration sessions to ensure consistency in internal evaluations and contributing positively to team culture are also expected from you. The ideal candidate for this role should have a minimum of 2 years of hands-on experience in quality assurance within customer service or sales. A proven track record of analytical skills, strong communication skills including the ability to deliver feedback effectively, excellent people skills, and the ability to build rapport are necessary. You should also possess good organizational skills, knowledge of goal-setting practices, experience with data visualization, and an understanding of support metrics. Problem-solving capabilities to create meaningful strategies to improve support quality are also crucial for this position. In this role, you will have the opportunity to work on a highly critical role that will have a direct and significant impact. You will be part of a learning environment where unique problem-solving approaches are encouraged. A collaborative and diverse team that values mutual respect and clear communication will support you. Expect challenging work that will help you keep your brain healthy. We are looking for fast, focused, and committed individuals with the ability to work in a diverse team. If you are passionate about creating something big and impactful, you might be the successful applicant we are looking for. Key Skills: - Data visualization - Analytical skills - KPI management - Customer service - Call monitoring - Quality assurance - Support metrics - Team management - Strong communication skills - Report generation - Constructive feedback - Training & development - Reporting - Organizational skills - People skills - Training needs analysis - Problem-solving - Evaluations - Performance improvement - Problem-solving capabilities - Goal-setting practices - Feedback mechanism - Training and development - Quality analysis - Call center operations - Feedback management - Performance measurement - Interpersonal skills,