Customer Engagement Lead

2 days ago


Islamabad, Islamabad, Pakistan iGate Technologies Pakistan Full time
About the Role

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.
Requirements:
  • 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.
Benefits:
  • 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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