Overview:

The Quality Expert/Assurance will be responsible for monitoring, evaluating, and improving the quality of customer service and sales calls. The role involves ensuring that both customer service and sales representatives adhere to company standards, policies, and best practices, thereby enhancing customer experience and driving business success. The Quality Expert will provide actionable feedback, coaching, and continuous improvement strategies to the team.

Key Responsibilities:

• Call Monitoring & Evaluation:
• Review and assess inbound customer service and sales calls against established performance metrics.
• Identify areas of improvement in call handling, tone, empathy, accuracy, and compliance with company policies.
• Evaluate agent adherence to scripts, product knowledge, and communication standards.
• Performance Reporting:
• Provide regular reports on quality performance, highlighting trends and actionable insights.
• Collaborate with management to develop and track quality improvement KPIs for individual agents and teams.
• Feedback & Coaching:
• Provide constructive feedback and coaching to agents on performance and areas of improvement.
• Conduct one-on-one coaching sessions to ensure continuous development and skill enhancement.
• Process Improvement:
• Identify opportunities for process optimization, training gaps, or technology improvements based on call evaluations.
• Collaborate with training and development teams to enhance training programs and materials.
• Compliance & Standards:
• Ensure that all customer interactions meet compliance standards and company guidelines.
• Stay updated on changes in policies, product offerings, and industry standards to ensure call quality is consistently high.
• Sales Performance Review:
• Monitor sales calls to ensure adherence to sales protocols, ensuring sales strategies align with customer needs and expectations.
• Identify potential sales training opportunities and provide feedback to sales teams.

Skills & Qualifications:

• Experience:
• Minimum 3 years of experience in Quality Assurance, call center, or customer service/sales operations, with experience in both customer service and sales call monitoring.
• Proven experience in evaluating and improving the quality of inbound calls.
• Skills:
• Strong analytical skills to identify patterns and trends in call quality and performance.
• Excellent verbal and written communication skills for feedback, reporting, and training.
• Ability to provide constructive feedback in a clear and motivating manner.
• Strong problem-solving skills and attention to detail.

• Knowledge:
• Familiarity with call center technology (eg, CRM systems, call recording tools).
• Knowledge of customer service and sales techniques, standards, and metrics.
• Understanding of compliance requirements, policies, and procedures in customer service and sales.

• Certifications (optional but preferred):
• Certifications in Quality Management (eg, Six Sigma, ISO 9001) or relevant industry certifications.