Call Center Quality Analyst

Rapidly growing company is looking for a Call Center Quality Assurance (QA) Specialist You will be responsible for monitoring and evaluating Sales representatives in a call center environment to ensure the quality and consistency of service provided to customers. The QA specialist will work to identify areas for improvement, offer feedback and coaching to agents, and ensure that the call center is adhering to company policies, compliance regulations, and customer satisfaction goals.

Key Responsibilities:

Monitor Outbound Sales Calls:

• Listen to outbound sales calls to evaluate the quality and effectiveness of the sales approach.
• Assess calls for adherence to sales scripts, product knowledge, and overall communication skills.
• Ensure calls align with company standards, including sales strategies, customer engagement, and compliance with industry regulations

Evaluate Sales Performance:

• Provide constructive feedback to sales agents on their performance, highlighting strengths and areas for improvement.
• Monitor the tone, language, and customer engagement to ensure agents are fostering a positive customer experience while effectively closing sales.

Reporting and Analysis:

• Compile detailed QA reports that assess individual and team performance on outbound sales calls.
• Track performance trends and provide insights to management regarding agent performance, sales effectiveness, and potential training needs.
• Develop and maintain a comprehensive quality scoring system to ensure consistency and accuracy in evaluations.

Training and Coaching:

• Provide ongoing training and coaching to sales representatives based on QA feedback and performance metrics.
• Assist in identifying areas for additional training or reinforcement, particularly in sales techniques, product knowledge, and objection handling.
• Collaborate with team leaders and supervisors to help agents refine their approach to outbound sales and meet sales targets.

Ensure Compliance:

• Flag any non-compliance issues and work with the appropriate departments to address and resolve them in a timely manner.

Continuous Improvement:

• Contribute to the development and refinement of outbound sales scripts, training materials, and sales strategies.
• Participate in regular calibration sessions with team leads to ensure consistency in evaluations.
• Promote a culture of continuous improvement and support efforts to optimize sales processes and increase overall sales team performance.

Qualifications:

• Proven experience in outbound sales or call center operations, with a focus on quality assurance.
• Strong understanding of sales techniques, customer relationship management, and closing strategies.
• Excellent communication, coaching, and feedback skills.
• Ability to analyze sales data and provide actionable insights to improve performance.
• Proficiency in using CRM software, call monitoring tools, and quality assessment platforms.
• Strong attention to detail and the ability to assess sales calls with precision.
• High school diploma or equivalent; a degree or certification in sales, business, or a related field is a plus.

This is an in-office position only. No remote work allowed

Job Type: Full-time

Pay: $20.00 per hour

Shift:

• 8 hour shift

Ability to Commute:

• Miami, FL 33130 (Required)

Ability to Relocate:

• Miami, FL 33130: Relocate before starting work (Required)

Work Location: In person

Salary : $20