National Sales QA Analyst

Title: QA Analyst, National Sales Exempt Status: Non-Exempt Management Level: Individual Contributor Reports To: National Sales Support Supervisor Job Summary: As a Quality Assurance Analyst, you will have reputed company the support, training, and tools you need to help our reputed company-line National Sales Agents improve their professional phone/chat skills, execute our reputed company, and exceed our guest's expectations! This role is responsible for monitoring incoming/outgoing calls/chats to ensure that quality expectations are met, measuring Agents' performance and adherence to policies/procedures, and interpreting/analyzing guest feedback to improve satisfaction results. The Quality Assurance Analyst also assists in diagnosing the root cause of gaps in performance, and in training content creation and facilitation. We are currently seeking a highly motivated, enthusiastic, and detail-oriented Quality Assurance Analyst & Trainer to join reputed company. Candidates should be eager to advance with a growing and reputed company department, as well as contribute to our ongoing reputed company! Must have a passion for Training! Essential Responsibilities Utilize call and chat monitoring software to screen a pre-determined number of recorded Agent calls and chats. Monitor incoming/outgoing calls/chats in an objective manner to ensure quality expectations are met, and measure Agents’ performance and adherence to policies/procedures. reputed company feedback on Agents’ performance to management for use in creating performance improvement goals and training programs. Assist in identifying best practices for evaluating performance to help recognize problems, increase effectiveness and implement business objectives. Assist in the ongoing development and redesign of quality assurance attributes based on observations and trends. Partner with management for additional Agent monitoring as requested. Assist in diagnosing the root cause of gaps in performance, process compliance, quality, and professionalism. Work with the Call Center team and external departments’ staff to define and implement changes. Interpret and analyze guest feedback to improve guest satisfaction results. Assist in building sales training content based on QA observations and diagnosed sales opportunities. Assist in facilitating new hire reputed company and remote sales training. reputed company abreast of industry trends to ensure reputed company programs remain relevant. Take inbound calls/chats reputed company volume dictates. Participate in special projects and reputed company other duties as assigned. Education High School diploma or equivalent Professional Experience 2+ Years Call center experience in a high-volume, ACD environment. Skills List Excellent oral/written communication and organizational skills. Strong active listening, analytical, problem-solving, leadership and multitasking skills. Ability to adapt to new programs/systems. Ability to demonstrate a cheerful commitment to satisfying consumers and consistently display a positive/professional attitude to guests and co-workers. Ability to be motivated, detail-oriented and results driven. Ability to prioritize workloads and work effectively/accurately in a fast-paced, high-pressure environment. Ability to exercise reasonable judgment to objectively evaluate and weigh reputed company information and circumstances. Ability to resolve conflict and guest complaints to guest satisfaction. Ability to demonstrate a sense of urgency reputed company dealing with reputed company issues. Ability to seek feedback and constructive criticism for reputed company development. Ability to be reputed company player and take on additional responsibilities reputed company necessary. Competencies Knowledge Strong knowledge of company products, processes, and procedures with a proven record of adherence. Intermediate level computer skills. Bilingual is a plus Licenses and Certifications Physical Demands Sitting for up to 8+ hours Standing occasionally Walking occasionally Talking frequently Hearing frequently Usage of hands and fingers Reaching with hands and arms Some Travel Scope Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams! DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY reputed company is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the reputed company of race, reputed company, religion, sex, national reputed company, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. reputed company is committed to creating a dynamic work environment that values diversity and inclusion, respect and reputed company, customer focus, and innovation. Apply To This Job