Quality Assurance Specialist

7 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Quality Assurance Specialist

The role of a Quality Assurance Specialist involves ensuring the highest level of performance across multiple channels, including calls, emails, and chats. This requires attention to detail, strong analytical skills, and excellent communication abilities. In this position, you will evaluate and assess B2B sales calls for quality, accuracy, and adherence to company guidelines, providing detailed feedback and actionable recommendations for improvements.

Main Responsibilities:
1. Call Evaluations: Evaluate and assess B2B sales calls for quality, accuracy, and adherence to company guidelines, providing detailed feedback and actionable recommendations for improvements.
2. Email and Chat Evaluations: Review sales-related email and chat communications for clarity, professionalism, and effectiveness, ensuring alignment with brand tone and customer engagement standards.
3. Inbound Leads Monitoring: Monitor inbound sales leads to ensure proper handling and response time, evaluating the quality of inbound lead engagement and providing feedback for improvement.
4. Feedback and Coaching Sessions: Conduct coaching sessions with sales representatives based on findings from call, email, and chat evaluations, offering constructive feedback to improve performance and overall customer experience.
5. Account Audits: Perform regular account audits to ensure accurate and up-to-date information is maintained, ensuring all accounts meet required standards and compliance guidelines.
6. Ad-Hoc Audits: Conduct random audits on calls, emails, and other sales interactions as needed to ensure consistency across the team, providing feedback and improvement suggestions based on audit findings.
7. Marketing Campaign Performance Audits: Conduct audits on marketing campaign results by analyzing generated leads versus conversions, assessing overall effectiveness, identifying gaps, and providing detailed findings with recommendations for improvement.
8. Improvement Trainings: Plan and conduct training sessions aimed at improving sales performance and customer engagement, addressing specific areas of improvement based on audit findings and trends.
9. Trends Monitoring and Data Analysis: Monitor trends and data related to sales performance, customer behavior, and quality metrics, using data analysis to identify areas for improvement and report on performance trends.

Requirements:
• Bachelor's degree or equivalent
• Experience in B2B sales environments
• Proven experience in sales and quality assurance in a relevant line of business, preferably within a B2B sales environment
• Knowledge of and experience with quality assurance metrics, including their analysis and application to improve sales and customer interactions
• Familiarity with call, email, and chat platforms, as well as CRM systems
• Proficiency in using data analytics tools
• Strong attention to detail and analytical skills
• Excellent communication and coaching abilities
• Ability to work independently and manage multiple tasks simultaneously
• A proactive mindset with a focus on continuous improvement

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