Quality Assurance (QA) Specialist – Call Center (Sales and Client Onboarding)

As a QA Specialist in our fast-paced BPO environment, your primary focus will be ensuring the highest quality of interactions during sales and client onboarding calls. Your expertise will help us drive conversion rates, reduce customer attrition, and minimize refunds, directly impacting client satisfaction and business growth. Collaborating with operations, training, and leadership teams, you’ll transform insights into actionable strategies to deliver exceptional results.

What You’ll Do

Monitor & Evaluate:
Assess sales and onboarding call recordings for compliance with client standards and sales protocols.
Identify areas for improvement, including upselling techniques, objection handling, and customer onboarding accuracy.
Provide constructive, actionable feedback to agents for continuous performance improvement.
Analyze & Report:
Track and report key performance metrics such as conversion rates, customer retention, and refund triggers.
Deliver detailed trend analyses and improvement recommendations tailored to the sales and onboarding processes.
Collaborate:
Partner with team leaders and trainers to ensure alignment on performance goals and consistent feedback through calibration sessions.
Contribute to the development of training programs and SOPs based on QA findings.
Optimize Processes:
Identify inefficiencies or patterns that hinder sales conversion or smooth onboarding, and suggest process enhancements.
Implement and track best practices to enhance agent performance and customer experience.
Ensure Compliance:
Maintain adherence to regulatory requirements, client expectations, and internal standards, with precise documentation of QA processes.
What You Bring

Experience:
2+ years in QA within a call center or BPO setting, specifically focusing on sales or client onboarding workflows.
Demonstrated ability to enhance conversion rates and improve customer experiences.
Skills:
Analytical Strengths: Exceptional attention to detail, data-driven decision-making, and root cause analysis.
Communication Expertise: Clear, impactful feedback delivery to drive agent improvement.
Tech-Savvy: Proficiency in QA tools, reporting software, CRM systems, and call recording platforms.
Extras We Love:
Certification in Quality Assurance, Six Sigma, or similar methodologies.
Familiarity with automated QA systems and AI-driven monitoring tools.
Domain expertise in sales methodologies or specific industries such as telecom, finance, or healthcare.
Why You’ll Love It Here

Compensation: Competitive salary with opportunities for performance-based incentives.
Work Environment: Collaborate with a dynamic, supportive team that values innovation and quality.
Flexibility: Work remotely or on-site, adapting to your needs and lifestyle.
Growth: Be part of an evolving QA function that directly influences business outcomes and offers continuous learning opportunities.
If you’re passionate about quality assurance in the call center industry and ready to make a measurable impact on sales and customer satisfaction, we’d love to hear from you. Apply today to join our team of QA professionals striving for excellence!