
Executive Quality Auditor
7 days ago
About the Role
This is a key position within our organization, responsible for ensuring the highest standards of quality in our call center operations.
The successful candidate will work closely with trainers to develop training materials and conduct sessions addressing gaps in sales quality.
Key responsibilities include:
- Evaluating calls to ensure adherence to company standards.
- Providing feedback and coaching to improve sales representatives' performance.
- Analyzing trends to identify areas for improvement in agent performance.
- Developing suggestions to enhance customer experience and call center efficiency.
Responsibilities
The Executive Quality Auditor will be responsible for:
- Evaluating calls to ensure adherence to company scripts, regulations, and service standards.
- Verifying agents provide accurate information, use proper sales techniques, and maintain professionalism during customer interactions.
- Guaranteeing adherence to company policies, regulatory standards, and ethical practices.
- Analyzing trends, strengths, and areas for improvement in agent performance through call evaluations.
- Providing constructive feedback and coaching to enhance sales representatives' performance and improve overall quality.
Requirements
To be successful in this role, you will need:
- A bachelor's degree in business, communications, or a related field.
- 1-3 years of experience in quality assurance, call auditing, or sales coaching, preferably in a telecom call center.
- Familiarity with telecom services and related sales processes.
Working Hours
The working hours for this role are 8 hours per day, taking place in the evening or at night.
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