Quality Analyst- Sales Training & Quality

Roles and Responsibilities:

• Develop and maintain internal support and call center quality standards
• Review a subset of sales agents' interactions (calls, emails, chats, etc.)
• Provide meaningful and constructive feedback on evaluations
• Discuss and explain feedback with agents in regular meetings
• Create strategies to improve support KPIs
• Assist agents in enhancing their performance through specific guidance and ongoing support
• Identify training and onboarding needs and initiate related projects
• Generate reports that reflect support performance
• Report the support teams performance to senior management
• Participate in calibration sessions to ensure consistency in internal evaluations
• Contribute positively to team culture

An ideal candidate should have:

• Minimum 2 years of hands-on experience in quality assurance within customer service or sales
• Proven track record of analytical skills
• Strong communication skills, including the ability to deliver (negative) feedback effectively
• Excellent people skills and the ability to build rapport
• Good organizational skills and knowledge of goal-setting practices
• Experience with data visualization and understanding of support metrics
• Problem-solving capabilities to create meaningful strategies to improve support quality