Sales Quality Analyst

Job Description

Job Duties & Responsibilities:

• Conduct comprehensive evaluations of sales interactions, including phone calls, live calls, emails, and other sales-related activities.
• Assess the quality, effectiveness, and adherence to sales processes and strategies.
• Evaluate sales representatives’ product knowledge, communication skills, objection handling, and adherence to compliance and ethical guidelines.
• Identify areas of improvement in sales performance and provide actionable feedback.
• Prepare regular reports summarizing quality assurance findings, trends, and recommendations.
• Analyze data and performance metrics related to sales activities, conversion rates, and customer satisfaction
• Track and monitor sales performance against established targets and benchmarks.
• Identify patterns or recurring issues to support continuous improvement efforts.
• Collaborate with sales and billing team leaders to identify process inefficiencies and areas for improvement.
• Propose and implement process enhancements to optimize the customer support experience.
• Provide feedback and coaching to sales associate experts to improve their sales skills, product knowledge, and customer engagement.
• Deliver training sessions on sales techniques, objection handling, sales methodologies, and product updates.
• Identify training needs and collaborate with the training team to develop or update training programs for sales representatives

Job Specification

Skills and Knowledge:

• Strong knowledge of sales techniques and best practices.
• Excellent attention to detail and ability to analyze sales interactions effectively.
• Strong verbal and written communication skills.
• Proficient in using CRM systems.
• Ability to provide constructive feedback and coaching.
• Ability to work independently and as part of a team.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and prioritize in a fast-paced sales environment.
• Familiarity with sales metrics and performance tracking.
• Excellent organizational and time management skills.

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