QA - Sales Voice/Audit calls @ Regalix

Conducts quality review of telephonic/email conversations to ensure quality service goals and
standards are met and/or identify areas where improvements can be achieved
Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed out in the framework
Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants
Ensure that the stipulated compliance guidelines are met and corrective measures are taken when
there is a miss
Summarizes findings and recommendations and forwards it to team supervisor to use in
performance discussion/assessments and/or promotional decisions
Provide coaching and guidance based on audit findings, and delivers weekly/ongoing
performance feedback to associates as outlined by the business
Mentor/Transition newly hired representatives to ensure a smooth transition from the learning
environment to the daily production environment
Provide formal product/process refresher training to facilitate ongoing learning
In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of
the call, provides data points, or may even take the call on behalf of the representative
Maintains comprehensive working knowledge of policies, procedures, and benefits

Mandatory Skills :

Excellent communication skills (Written and Verbal) | Ability to draft RCAs & work on quality improvement plans | Ability to train and coach | Strong logical reasoning and problem solving skills | Exceptional rapport building, active listening skills | Thorough understanding of the sales function | Hands on experience with SFDC

Desirable Skills

Proficiency in Google tools - GSuite

Years Of Experience : 4 to 8 years

Education/Qualification : Bachelor of Commerce (B.Com)

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Designation : Specialist - QA