Description:
They are seeking an Sales Quality Assurance Specialist to support quality assurance efforts across sales and customer-facing interactions. The primary function is to audit, score, and provide coaching feedback on interactions among their account managers and account care reps; their primary customers (home care agencies, case managers, social workers, community directors); families; and partnered communities. The interactions are scored against outlined policy guidelines, summarized through written feedback, and provided to field personnel for review.
Responsibilities
- Regularly achieve daily, monthly, and quarterly metrics based on business needs and goals.
- Provide accurate and efficient coaching and feedback to client account managers and sales reps to their Regional Managers, and other personnel according to quality standards and within set deadlines.
- Use audio snipping software and company CRM to collect, store, snip, and deliver audio snippets to community customers to remain legally compliant.
- Conduct deep-dive analyses of the calls, per the Regional Manager's request, using the provided reporting materials.
- Auditing and conducting deep dive analyses for newly hired reps and account managers.
- Collect scoring data on audited calls and provide data to the appropriate departments for analysis.
- Attend regularly scheduled Calibration Meetings and Weekly Rap Sessions to ensure that grading policies and procedures are up to date and accurately implemented.
- Handle intermittent projects and mentoring opportunities.
- Ad Hoc reports and Deep Dives as requested from Management
- Respond to requests from the Team Lead and other QA Management in a timely and efficient manner.
- Perform other duties as assigned by the Team Lead or other QA Management.
Required Skills and Competencies
- Minimum one year of quality analytic or quality assurance experience, preferably in a service/consulting industry or similar experience
- Experience in the senior living industry and/or sales preferred.
- Proficiency with the MS Office product suite – primarily Word, Excel, and PowerPoint.
- Proficiency with Google Drive, Docs, Sheets, and Forms
- Communicate effectively – deliver clear, concise, and compelling messages, including strong writing, proofreading, and presentation skills.
- Ability to multi-task and adapt to changing priorities to meet internal client demands.
- Ability to work exceptionally well within a team environment, yet able to self-motivate when working remotely.
- Must have a quiet home workspace, as this position requires working remotely from home.
- All work is done online, so you must have a reliable and strong/fast internet connection.