Call Team QA

Summary

Join our team as a Call Team Quality Assurance Specialist and ensure that every call made meets established quality standards. Your feedback will improve call quality, increase sales, and foster a culture of excellence. Conduct regular call audits, provide actionable insights and reports, identify training needs, and champion quality improvements. Report performance and strategies to stakeholders and management, escalating issues as needed. Drive initiatives to improve standards and sales conversion rates. This role requires a proactive, detail-oriented individual focused on measurable results.

Requirements

• 1 year of sales experience with a strong passion for delivering quality outcomes
• Proactive, detail-oriented, and focused on driving measurable results

Responsibilities

• Conduct regular call audits to ensure quality and adherence to standards
• Provide actionable insights and reports on individual and team performance
• Identify training needs and skill development opportunities based on audit data
• Champion quality improvements by organizing discussions and ensuring feedback reaches and is addressed by Team Leaders
• Report quality performance and improvement strategies in regular meetings with stakeholders and management
• Escalate quality issues when necessary and drive initiatives to improve standards and sales conversion rates

Preferred Qualifications

• Preferably with 2+ years of experience in Quality Assurance roles
• Experienced in using any CRM tool and call listening tool for performance monitoring and reporting
• Proficient in Microsoft Excel, including data analysis, reporting, and visualization tools (e.g., pivot tables, charts, formulas)