Quality Assurance Specialist - Telesales (Hybrid)

Sprout Solutions

Mandaluyong City, Metro Manila
Permanent
Full-time

1 month ago
Apply easily

MAIN AREA OF RESPONSIBILITY:The primary responsibility of the Quality Assurance Specialist is to assess the quality of the activities of our inbound marketing Specialists, Lead Development Specialists and Account Development Specialist (Appointment setters) who deal with our existing and potential clients. The QA will monitor inbound and outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Sprout customer’s experience.TASKS:

Participate in design of call monitoring formats and quality standards
Perform call monitoring and provide trend data to the management team
Use a quality monitoring data management system/file to compile and track performance at team and individual level
Monitor the quality and speed of email responses
Participate in customer and client listening programs to identify customer needs and expectations
Coordinate and facilitate call calibration sessions for the specialists
Provide feedback to team leaders and managers
Prepare and analyze internal and external quality reports for management staff review
Responsible for weekly call scoring reports based on the Specialists call recordings and live calls. (must assess 4 recorded calls and 4 live calls per caller per week)
Monitor hubspot utilization, cadences and process adherence of the specialists
Maintain up-to-date knowledge of the industry’s best practices, strategies, and offerings in Quality Assurance
Develop a strong understanding of products, competition, industry and Quality Assurance goals and objectives

Perform other duties as assigned by the Lead Development Manager

QUALIFICATIONS | COMPETENCIES:

2+ years Quality Assurance Experience (preferably with appointment setting accounts)
Excellent verbal, written and interpersonal communication skills
Tech-savvy - must be quick to learn various tools
Willing to learn new things and be trained
Outstanding customer service skills and dedication to providing exceptional customer care;
Must be self-motivator and self-starter;
Exceptional listening and analytical skills;
Solid time management skills;
Must be able to effectively deal with people at all levels inside and outside of the Company;
Ability to multitask and successfully operate in a fast paced, team environment;
Highly attentive and can work on multiple projects
Must be proficient with Microsoft Office (intermediate Word, Excel and PPT);
Understands the concept of needs identification
A positive, persistent, and professional can-do attitude
Sound business judgment, integrity and commitment to excellence

Sprout Solutions provides equal opportunities of employment and welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.DisclaimerBefore we proceed with your application, this is to confirm that you voluntarily give your consent to the following:

I Intend to apply for a position with Sprout Solutions Inc.
I voluntarily sent my Resume/CV to Sprout Solutions Inc.
I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with

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