Overview:

Join our rapidly expanding team as a meticulous and perceptive Quality Specialist! We’re on the lookout for someone to collaborate closely with our Quality Manager, evaluating call quality, offering valuable insights in coaching sessions, and handling accounts needing special attention. If you have expertise in cold calling, detail orientation, and critical thinking, we want to hear from you. Dive into a dynamic role with us and be part of our exciting journey!

Responsibilities:

Coaching Sessions:
– Lead coaching sessions with agents, providing real-time feedback and actionable suggestions for improvement.
– Collaborate with the Quality Manager to create personalized coaching plans for agents to enhance their skills and performance.

Call Grading and Evaluation:
– Listen to recorded calls and assess them based on predetermined criteria to evaluate agent performance.
– Provide constructive feedback to agents regarding their communication skills, adherence to scripts, and overall call quality.

Account Management:
– Identify accounts that are struggling or require additional support.
– Work closely with the Quality Manager to develop strategies to improve the performance of struggling accounts, ensuring customer satisfaction and retention.

Data Analysis:
– Analyze call data and quality metrics to identify trends and areas for improvement.
– Prepare reports highlighting key findings and recommendations for process enhancements.

Process Improvement:
– Collaborate with the Quality Manager and other team members to identify opportunities for process optimization.
– Suggest and implement improvements to enhance overall efficiency and effectiveness in call handling and customer interactions.

Qualifications:

– Conflict Resolution Skills: Ability to handle difficult situations and resolve conflicts professionally and tactfully, ensuring customer satisfaction and maintaining positive relationships.
– Knowledge of Sales Techniques: Familiarity with various sales techniques, objection handling, and closing strategies to provide targeted coaching to agents for improving their sales skills.
– Multitasking Abilities: Capability to handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently, especially during coaching sessions and call evaluations.
– Attention to Compliance: Understanding of industry regulations and compliance standards related to the services provided, ensuring that agents adhere to legal and ethical guidelines during customer interactions.
– Team Collaboration: Ability to work collaboratively with team members, managers, and other departments to share insights, discuss improvements, and contribute to a positive work environment.
– Adaptability: Willingness to adapt to new processes, technologies, and methodologies, staying updated with industry trends and best practices in quality assurance and customer service.
– Analytical Skills: Strong analytical skills to interpret data, identify patterns, and make data-driven recommendations for process improvements and training initiatives.
– Detail-Oriented: Keen attention to detail to accurately evaluate calls, document feedback, and provide specific examples to agents during coaching sessions.

– Proven experience in cold calling and sales-oriented roles.
– Exceptional listening skills and ability to identify nuances in verbal communication.
– Strong critical thinking abilities and problem-solving skills.
– Excellent attention to detail and ability to follow specific guidelines for call evaluation.
– Effective communication skills, both written and verbal.
– Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
– Previous experience in quality assurance or call center environments is a plus.

Education:  Associate Degree in Business Administration preferred.

We offer competitive compensation and benefits packages.  

If you care about quality, have strong analytical skills, and attention to detail, apply now! Join us in delivering exceptional customer service through continuous improvement and innovation.

Hourly Range: $7.00-$8.00

Posted On: February 12, 2024 20:24 UTC
Category: Manual Testing
Skills:Quality Control, Content Writing, Writing, Training, Communication Skills, Cold Call, Real Estate Cold Calling, Cold Calling, Business with 1-9 Employees

Country: United States

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