Sales Quality Assurance Analyst

Job Locations US-FL-Delray Beach
ID 2021-1714
Category
Training & Development
Type
Regular Full-Time
Company Name
Legacy Research Group, LLC

Overview

 

 

 

 

 

 

Legacy Logo

 

 

The Telesales Quality Assurance Analyst is responsible for assessing the quality of performance for the Telesales Team. The successful candidate will monitor inbound and outbound calls and emails responses to assess demeanor, technical accuracy, sales approach, and company policies and procedures. This individual will track performance, compile trends, and coach agents real-time and weekly to maintain quality assurance adherence. This role requires mentorship and guidance for new, junior, and senior level Telesales reps and a keen eye for detail. This role would require training new reps and providing continuing education for the current team.

Responsibilities

  • Gather, share, and interpret communication to provide feedback and scoring with agents on a weekly basis
  • Provide agent trends and performance to team leaders and management
  • Use Quality monitoring software (GONG) to compile and track performance at a team and individual level.
  • Coordinates and facilitates call calibration with department leadership.
  • Lead, mentor, and provide direction for telesales team
  • Possess and/or quickly attain a strong understanding of our financial products/services. This will lead to training responsibilities.
  • Participate in key management meetings, sharing knowledge from the customer experience and clearly explaining telesales quality updates and customer concerns to upper management.
  • Responsible for keeping Telesales Representatives informed about changes and developments, which will affect the customer experience.
  • Facilitate training classes (both on corporate systems/applications and for employee development)
  • Assist in the development of training programs, creating, reviewing and editing assigned training materials.
  • Learn corporate systems/applications, including the business purpose(s) of each, how to use them, and when the systems are used.
  • Educate TS Team about changes and developments, which will affect the customer experience.

Qualifications

  • 2+ years of previous Sales and/or QA experience or expertise
  • Ability to obtain a strong understanding of our financial products/services.
  • Ability to mentor reps on practices and procedures as documented by the department and the Company
  • High degree of professionalism and the ability to thrive in a fast-paced environment
  • Ability to exercise sound judgment and provide customer service in high pressure situations
  • Exceptional oral and written communications skills
  • Proficiency in JIRA, SalesForce, GONG, and RingCentral
  • Solid critical and deductive thinking
  • Ambitious, amiable, and unflappable personality
  • Strong interpersonal and relationship-building skills
  • Sales oriented mindset
  • Deadline driven and able to work well under pressure
  • Proficiency in MS Office
  • Strong attention to detail
  • Strong organizational skills
  • Experience in a virtual learning environment
  • Visual acuity for reading and using the computer
  • Ability to hear
  • Ability to freely move about the office
  • Ability to use the phone/computer/keyboard/mouse/general office equipment for extended periods of time
  • Ability to communicate with others in order to exchange information
  • Fluency in the English language

 

About Legacy Research Group

From the beginning, independence has been the key to our success. Unlike the mainstream press, we don’t make our money from corporate advertisers. And unlike Wall Street, we don’t take commissions or fees from the companies we cover in our newsletters.

 

Instead, we sell ideas, opinions, and recommendations.

 

Our mission is to provide readers with a broad view of the world. So, we ask questions. We research and test. But we do not claim to have the last word on every issue. We explore ideas with our readers… so they can decide for themselves.

 

That means we don’t have a one-size-fits-all approach to finance and investing. Each publisher under the Legacy umbrella has its own unique culture and outlook… Just like each of our readers has his or her own personal investing style.

 

 

Our commitment:

As an employer committed to equal opportunity and a diverse workforce, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

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