Quality Analyst - Telesales
About This Role
- Monitor telesales calls and interactions to ensure adherence to scripts, compliance regulations, and quality standards, identifying areas for improvement.
- Conduct thorough evaluations of telesales agents' performance, providing constructive feedback and coaching to enhance their sales techniques and customer service skills.
- Analyze call data and performance metrics to identify trends, patterns, and root causes of quality issues, making recommendations for process enhancements.
- Develop and maintain quality assurance procedures, guidelines, and training materials specific to telesales operations.
- Collaborate with the training team to design and deliver targeted training programs that address identified skill gaps and improve overall telesales performance.
- Investigate and resolve customer complaints related to telesales interactions, working to achieve positive outcomes and maintain customer satisfaction.
- Stay updated on industry best practices, compliance requirements, and emerging trends in telesales to ensure the quality assurance program remains relevant.
- Prepare and present regular reports on quality performance, including key metrics, trends, and recommendations for improvement to management.
- Participate in calibration sessions with other quality analysts and stakeholders to ensure consistent evaluation and feedback.
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