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Sales Quality Analyst

Posted 24 days ago

  • Sector: Information Technology
  • Contact: Brian Petralia
  • Contact Email: Brian@staffing-the-universe.com
  • Contact Phone: 7323534210
  • Start Date: 04/05/2021
  • Job Ref: 21-04821
  • As a Sales Quality Analyst you will be responsible for attesting to the quality of the sales enrollment process for all sales channels You will routinely work with other crossfunctional departments to ensure that performance compliance and consistency in scoring our agents are being followed You will identify areas of improvement make suggestions and contribute to overall customer service quality You will also serve as the lead operations contacts for our agent onboarding process

    Responsibilities

    bull Monitor inbound and outbound calls for adherence to compliance guidelines adherence to internal processes and scripting quality of the customer service provided and accuracy of information gathered and communicated
    bull Participate in design and revision of quality feedback forms as needed
    bull Identify opportunities of improvement by accurately assessing and scoring calls to identifying training and process improvement opportunities related to sales and services provided by Iberdrola USA
    bull Provide suggestions for process andor scripting changes to improve compliance conversion and performance
    bull Participate in new hire and refresher sales training sessions
    bull Collaborate with business segment leadership to ensure consistency in scoring related to current process and training
    bull Ensure a smooth onboarding process between internal stakeholders and outside vendors and at times troubleshooting issues related to these proceduresnbsp

  • Requirements

    Skills And Experience
    nbsp

    • 3 years Sales operations or compliance related experience
    • Deregulated Energy industry experience a plus
    • Exceptional listening and organizational skills
    • Demonstrated ability to provide a consistently high level of customer service within a fast paced environment
    • Ability to provide direct accurate and actionable feedback for improved performance
    • Understanding and maintaining confidential information
    • Bilingual ndash SpanishEnglish is required