Posted:21 hours ago|
Platform:
Work from Office
Full Time
Roles and Responsibilities:
• Listen to and analyze recorded or live sales calls.
• Evaluate calls based on predefined quality metrics, including adherence to scripts, product knowledge, customer engagement, and closing techniques.
• Track and report on individual and team performance metrics, identifying trends and areas for improvement.
• Provide weekly, monthly, and quarterly reports on call quality and key performance indicators.
• Conduct regular feedback sessions with sales representatives, offering constructive insights and actionable improvement tips.
• Assist in developing and enhancing call scripts, quality checklists, and sales playbooks.
• Partner with team leaders (TL) in leading team meetings for metrics improvement
• Participate in strategic projects for the campaign/line of business (LOB)
• Identify and escalate any potential quality issues per defined process • Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Ensure all sales calls adhere to company standards, regulatory requirements, and legal guidelines.
• Drive quality initiatives, contests, and campaigns for the assigned span
• Work closely with the training department to align quality findings with training programs and sales development initiatives.
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