Quality Assurance Specialist - Telesales (Hybrid)

DIRECTLY REPORTS TO:

Lead Development Manager

MAIN AREA OF RESPONSIBILITY:

The primary responsibility of the Quality Assurance Specialist is to assess the quality of the activities of our inbound marketing Specialists, Lead Development Specialists, and Lead Generation Specialists who deal with our potential clients. The QA will monitor inbound and outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Sprout customer experience.

TASKS:

• Participate in the design of call monitoring formats and quality standards
• Perform call monitoring and provide trend data to the management team
• Use a quality monitoring data management system/file to compile and track performance at team and individual level
• Monitor the quality and speed of email responses
• Participate in customer and client listening programs to identify customer needs and expectations
• Coordinate and facilitate call calibration sessions for the specialists
• Provide feedback to team leaders and managers
• Prepare and analyze internal and external quality reports for management staff review
• Responsible for weekly call scoring reports based on the Specialists call recordings and live calls. (must assess 4 recorded calls and 4 live calls per caller per week)
• Monitor hubspot utilization, cadences, and process adherence of the specialists
• Maintain up-to-date knowledge of the industry’s best practices, strategies, and offerings in Quality Assurance
• Develop a strong understanding of products, competition, industry, and Quality Assurance goals and objectives
• Conduct weekly call coaching sessions
• Conduct script and qualification training together with the team leads
• Perform other duties as assigned by the Lead Development Manager
  
  

QUALIFICATIONS | COMPETENCIES:

• 2+ years of Quality Assurance Experience (preferably with appointment-setting/Lead Generation/Sales accounts)
• Excellent verbal, written, and interpersonal communication skills
• Tech-savvy - must be quick to learn various tools
• Strong attention to detail
• Willing to learn new things and be trained
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be a self-motivator and self-starter
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Ability to multitask and successfully operate in a fast-paced, team environment
• Highly attentive and can work on multiple projects
• Must be proficient with Microsoft Office (intermediate Word, Excel, and PPT)
• Understands the concept of needs identification
• A positive, persistent, and professional can-do attitude
• Sound business judgment, integrity, and commitment to excellence
  
  

Sprout Solutions provides equal opportunities of employment and welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.

Disclaimer

Before we proceed with your application, this is to confirm that you voluntarily give your consent to the following:

• I Intend to apply for a position with Sprout Solutions Inc.
• I voluntarily sent my Resume/CV to Sprout Solutions Inc.
• I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with Sprout Solutions Inc. Privacy Statement and the Data Privacy Act of 2012.
• I agree to be contacted by Sprout Solutions Inc. and its 3rd Party Reference provider for the purpose of processing my Job Application
  
  

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