Quality Assurance Specialist (Sales)

Job Details

Description

The Quality Assurance Specialist (Sales Effectiveness) is responsible for driving significant improvements in the quality and outcomes of sales and customer care calls. This role will serve as a critical resource for the sales and customer care teams, focusing on coaching, analytics, and leveraging AI tools to enhance sales performance. Based in Manila, this role will work closely with the Philippines sales team and collaborate with a small US-based team in Miami.

• Please note, this is a night-shift position offering a Work From Home setup*
  
  

Essential Functions

• Develop and Implement QA Programs: Create and maintain evaluation programs tailored to sales and customer care teams, ensuring measurable improvements in call quality and sales effectiveness.
• Call Monitoring and Evaluation: Conduct regular call reviews to assess adherence to quality standards, uncover coaching opportunities, and identify high-impact behaviors that drive sales success.
• Actionable Insights and Reporting: Analyze call data to identify performance trends, patterns, and opportunities. Deliver detailed reports with actionable insights for continuous improvement.
• Sales Coaching and Training: Provide targeted training sessions and coaching to sales and customer care teams to enhance their call handling, objection management, and upselling techniques.
• AI Tools and Process Optimization: Work with AI tools designed to monitor and analyze calls, training these systems to deliver actionable feedback and insights to the teams.
• Cross-Functional Collaboration: Partner with sales leadership and team members to identify challenges and implement strategies that align with business goals.
• Performance Metrics: Establish KPIs for call quality and sales performance, track progress, and adjust initiatives based on results.
• Compliance and Standards: Ensure all quality assurance activities align with company policies, sales goals, and industry best practices.
  
  

Essential Qualifications

Education/Certification: Bachelor’s degree in Business, Communications, Sales, or a related field.

Experience Required

• Minimum of 3 years of experience in a sales, sales enablement, or quality assurance role within a call center environment.
• Proven track record of improving sales team performance with clear metrics and outcomes.
• Experience with AI-driven call analytics tools is highly desirable.
  
  

Skills

• Strong understanding of sales techniques and best practices.
• Analytical skills with the ability to interpret data and translate insights into actionable plans.
• Advanced communication and interpersonal skills for effective coaching and collaboration.
• Proficiency in call monitoring and quality management tools, including experience with AI-enabled systems.
• Ability to design and execute targeted training programs for diverse teams.
• Results-oriented with a focus on driving measurable outcomes.
• Innovative and adaptable, with a strong ability to learn and implement new tools and technologies.
• Proactive problem-solver who works independently with minimal supervision.
• Team-oriented mindset, with a collaborative and approachable demeanor.
• Detail-focused and committed to delivering excellence in quality assurance processes.
  
  

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