Philippines onlyAs a Quality Analyst specializing in appointment setting for LegalMatch, you will play a pivotal role in ensuring the success of our appointment setting and live transfer campaign by maintaining high standards of quality and effectiveness. Your primary responsibility will be to evaluate the performance of specialists in setting appointments and call transfers, providing feedback for improvement, and implementing strategies to optimize conversion rates. You will contribute to enhancing the productivity and efficiency of our appointment-setting operation.
Responsibilities:
- Monitoring sales calls to evaluate the quality of the sales process. Evaluating the performance of sales agents based on predefined metrics and criteria.
- Providing constructive feedback and coaching to sales agents based on their performance evaluations.
- Identifying training needs and opportunities for skill development among sales teams
- Ensuring that sales activities comply with industry standards and company policies.
- Analyzing sales data and performance metrics to identify trends, patterns, and areas for improvement.
- Driving continuous improvement initiatives within the sales organization.
Requirements
- With 1 year sales experience in a call center environment
- With a previous call quality monitoring experience or coaching/mentoring experience in a BPO environment.
- Must have demonstrated strong organizational, time-management, and written and oral communication skills
- Substantial internal knowledge of products, quality, and performance metrics is required
Non-Negotiable Requirements:
- Preferably with 3+ years of experience within the BPO setting
- Preferably with 2+ years of previous Quality Assurance experience
- With experience in using Salesforce is preferred but not required
Nice to have
- Experience using Salesforce
AS, AU + 51 more
