Business Quality Assurance Specialist

20 hours ago


Lahore, Punjab, Pakistan SupportFinity™ Full time

At SupportFinity, we are seeking a highly skilled Business Quality Assurance Specialist to join our team. As a key member of our quality assurance department, you will play a vital role in ensuring the highest standards of sales quality, compliance, and customer experience.

The ideal candidate will have a strong understanding of telecom services and related sales processes, as well as excellent communication and interpersonal skills. You will be responsible for evaluating outbound and inbound sales calls, identifying trends and areas for improvement, and providing constructive feedback and coaching to enhance sales representatives' performance.

**Key Responsibilities:**

  1. Evaluate sales calls for adherence to company scripts, compliance, and service standards.
  2. Ensure agents provide accurate information, follow proper sales techniques, and maintain professionalism.
  3. Verify adherence to company policies, regulatory standards, and ethical practices.
  4. Identify trends, strengths, and areas for improvement in agent performance.

As a Sales Performance Analyst - QA Expert, you will analyze call quality, agent performance, and compliance issues to identify opportunities for improvement. You will also generate detailed reports on your findings and provide recommendations for corrective actions.

**Requirements:**

  • Bachelor's degree in business, communications, or a related field.
  • 1-3 years of experience in Quality Assurance, Call Auditing, or Sales Coaching.
  • Strong knowledge of telecom services and related sales processes.


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