Sales Quality Analyst (Qa) 61001

Sales Quality Analyst (Qa) 61001
Company:

Unique Personnel


Sales Quality Analyst (Qa) 61001

Details of the offer

The purpose of the Sales Quality Analyst role is to assess the quality of the sale being delivered to customer against a set of pre-defined customer, business and compliance standards in order to provide insight and also compliance check all sales that are performed in the call centre.

Analysis and Feedback

Provides feedback on Agents in terms of quality of calls assessed against defined evaluation criteria.
Analyses quality of service at a site level in order to perform root cause analyses and determine trends, challenges and improvement opportunities.
Analyses customer experience data and feedback in conjunction with quality findings to identify drivers of both satisfaction and dissatisfaction.
Provides feedback to operational management and central Support Services on the quality of service against defined standards and requirements.

Administration and Reporting

Delivers quality reports and analysis to meet the Business requirements and standard reporting requirements within the Quality function, and overall rain business.
Ensure the that reporting provided creates insight to increase the productivity in the sales department.
Define, and understand the root cause of the problems that are faced by both customer and agent and present this on a weekly basis. Qualifications:

Advantageous Contact Centre related qualification/ Quality management related qualification.

Experience:

2+ years in a Quality Analyst role.
2+ years in a sales environment.
2+ years in a cellular environment.


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Area:

Requirements

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