Quality Assurance Specialist – Sales Team

We are seeking a detail-oriented Quality Assurance Specialist to support our sales team in maintaining high standards of chat quality and implementing effective sales strategies. This role involves monitoring live chats, evaluating sales performance, and providing feedbacks to enhance team effectiveness.

Responsibilities:
Chat Monitoring:
• Review live and recorded chat conversations to assess professionalism, adherence to brand voice, and quality standards.
• Identify areas for improvement to enhance customer experience and sales performance.
Sales Tactic Evaluation:
• Ensure the effective application of upselling, cross-selling, and closing strategies in chats.
• Recognize missed opportunities and suggest ways to optimize sales outcomes.
Feedback and Reporting:
• Provide constructive feedback to sales team members, highlighting strengths and areas for improvement.
• Maintain detailed evaluation records and compile performance reports for individual team members and the overall team.
• Identify and report patterns or recurring issues to management.
Policy Adherence:
• Ensure compliance with company policies, legal regulations, and privacy guidelines during chat evaluations.
• Escalate any violations or critical issues promptly.
Metrics Tracking:
• Use pre-defined metrics to evaluate chat quality, including responsiveness, tone, customer satisfaction, and sales effectiveness.
• Collaborate with the team to refine metrics as business needs evolve.
Process Optimization:
• Propose process improvements based on chat evaluations and quality insights.
• Partner with managers to implement best practices for sales and chat quality.

Requirements:
• Proven experience in quality assurance, customer service, or a sales-related role.
• Strong analytical skills with the ability to evaluate conversations based on a given criteria.
• Excellent communication skills for providing clear and constructive feedback.
• Familiarity with sales techniques..
• Proficiency in using CRM platforms, and productivity software (e.g., Google Workspace, Microsoft Office).
• Strong organizational skills and keen attention to detail.
• Ability to work independently and meet deadlines in a fast-paced environment.

Preferred Qualifications:
• Experience in a sales-focused Quality Assurance role.
• Knowledge of customer service best practices.
• Strong understanding of customer satisfaction metrics.