Sales Quality & Coaching Manager

Who We’re Looking For:

As part of a highly skilled management team, the Sales Quality and Coaching Manager will build and maintain a solid and sustainable quality infrastructure for the National Debt Relief Sales Team. This position will centralize and standardize all related quality initiatives. The Sales Quality and Coaching Manager will collaborate with Quality Assurance business leaders to set the direction for quality and associated analytics to assure standardization, communication, and consistency is achieved.

The Sales Quality and Coaching Manager will provide direction for the Sales Team, including the communication and implementation of all Quality Assurance changes. This position will also support process analysis related to the interactions and transactions handled in the Sales Team. This position will work to assure a high-quality experience for clients and agents by identifying both training and process improvement opportunities. In addition to overseeing communication/information distribution within the Sales Team, the Sales Quality and Coaching Manager will collaborate with other team members and inform Sales Team leadership of trends that arise.

Principal Duties and Responsibilities:

• Set the direction for quality initiatives in the Sales Team; collaborate with Quality Assurance business leaders to define overall goals, desired outcomes, and objectives; assure that all quality materials are branded and aligned with NDR strategic goals and core values
• Ensure the needs of NDR clients, partners, and staff are met; assure regular and consistent calibrations, program evaluation, and enhancements
• Develop a consistent methodology; coordinate with Quality Assurance business leaders to Quality Assurance scorecard and communications identifying decisions around scoring, observation frequency, timing of coaching/feedback, roles and responsibilities, use of reports, etc.; assure that all documentation maintains standards for version control and are centrally located
• Lead the development of Sales Support Managers and act as their mentor related to monitoring, coaching, feedback, and calibration; as appropriate, use the Quality Recording application to perform call monitoring/listening activities in support of the call monitoring process.
• Identify Sales Team performance and process issues; proactively notify Sales and Quality Assurance leadership and present solutions for optimization
• Respond to supervisor/coach inquiries, questions, and escalation issues
• Collaborate with Learning and Performance team for supervisor/coach training and development
• Participate in multidisciplinary quality and service improvement teams as appropriate (ie Standards of Excellence initiative/CSAT scoring and usage)
• Act as process analyst by identifying efficiency gains driven by quality initiatives in the Sales Team
• Collaborate with Sales Leadership, People Department, Customer Experience, and Marketing to provide a continuous feedback loop related to desired competencies, entry requisites, work processes, etc. Participate in multi-disciplinary quality and service improvement initiatives as appropriate
• Perform other duties as assigned

Required Skills and Experience

• Previous sales experience preferred 
• Successful performance in a managerial or leadership position  
• Effective verbal and written communication skills 
• The employee is expected to be punctual and ready to report to work on a consistent basis 
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

What We Offer:

A team-first, work hard play hard culture, full of rewards and recognition for our employees. We are dedicated to our employees’ success and growth.

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 10 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• Discounted Gym Membership
• Citi Bike Annual Membership Discounts
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount.

About National Debt Relief:

National Debt Relief is one of the country’s largest and most reputable debt settlement companies. We are made up of energetic, smart, and compassionate individuals who are passionate about helping thousands of Americans with debt relief. Most importantly, we’re all about helping our customers through a tough financial time in their lives with education and individual customer service.

We are dedicated to helping individuals and families rid their lives of burdensome debt. We specialize in debt settlement and have negotiated settlements for thousands of creditor and collections accounts. We provide our clients with both our expertise and our proven results. This means helping consumers in their time of hardship to get out of debt with the least possible cost. It can also mean conducting financial consultations, educating the consumer, and recommending the appropriate solution. Our core services offer debt settlement as an alternative to bankruptcy, credit counseling, and debt consolidation. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

National Debt Relief is a certified Great Place to Work®!

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law

For information about our Employee Privacy Policy, please visit www.nationaldebtrelief.com/employee-privacy-policy

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