Quality Auditing Senior Analyst_ Sales Operations/Enablement_ US Shift

Job Description

Role & responsibilities "Quality Analyst is responsible for monitoring and evaluating customer interactions across various channels (calls, emails, chats) to ensure they adhere to established quality standards, identifying areas for improvement, and providing feedback to agents and teams to optimize customer experience and service delivery. Key Responsibilities: Quality Monitoring: Regularly listen to recorded customer interactions, evaluating agent performance against set quality metrics like adherence to scripts, product knowledge, tone of voice, problem-solving skills, and customer satisfaction. Data Analysis: Analyze call metrics and trends to identify areas of concern and opportunities for improvement, generating detailed reports to share with management. Feedback and Coaching: Provide constructive feedback to agents through individual coaching sessions, highlighting strengths and areas needing development, to enhance their performance. Calibration Meetings: Participate in regular quality calibration sessions with other analysts to ensure consistent evaluation standards across the team. Quality Standard Development: Assist in developing and updating quality standards based on company policies, customer feedback, and industry best practices. Auditing and Compliance: Conduct periodic audits to ensure compliance with regulatory requirements and company guidelines. Training Support: Collaborate with training teams to identify training needs based on quality analysis and contribute to the development of training materials. Issue Escalation: Identify and escalate critical customer issues to relevant teams for timely resolution. Compliance Oversight: Monitor sales activities to ensure compliance with relevant regulations and company policies related to sales practices and customer interactions. Collaboration with Sales Teams: Work closely with sales managers and teams to understand their challenges, identify areas for improvement, and implement quality initiatives to achieve sales goals. Sales Data Analysis: Regularly review and analyze sales data from the CRM system to identify trends, patterns, and areas where sales performance can be enhanced, including metrics like conversion rates, lead generation, average deal size, and customer satisfaction. " Preferred candidate profile