
Customer Engagement Lead
2 days ago
The B2B Sales Quality Executive will be responsible for ensuring high-quality performance across multiple channels, including calls, emails, and chats. This role requires strong analytical skills, excellent communication and coaching abilities, and a proactive mindset with a focus on continuous improvement.
Key Responsibilities:- Evaluate and assess B2B sales calls for quality, accuracy, and adherence to company guidelines, providing detailed feedback and actionable recommendations for improvements.
- Review sales-related email and chat communications for clarity, professionalism, and effectiveness, ensuring they align with brand tone and customer engagement standards.
- Monitor inbound sales leads to ensure proper handling and response time, evaluating the quality of inbound lead engagement and providing feedback for improvement.
- 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.
- Perform regular account audits to ensure accurate and up-to-date information is maintained, ensuring all accounts meet required standards and compliance guidelines.
- 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.
- Assess marketing campaign results by analyzing generated leads versus conversions, identifying gaps, and providing detailed findings with recommendations for improvement.
- Plan and conduct training sessions aimed at improving sales performance and customer engagement, addressing specific areas of improvement based on audit findings and trends.
- 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.
- Graduation (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.
- Fuel Allowance
- Medical Insurance
- Free Lunch Facility
- GYM Passport
- Participatory Fund
- Market Competitive Salary
- SALES COMMISSIONS
- Learning & Challenging Work Environment
- Amazing Work Culture
- Paid Time off
- Group Life Insurance
- Gratuity
- Maternity Leaves
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