Quality Assurance Specialist (Sales)

JOB SUMMARY

The Quality Assurance Specialist is responsible for maintaining the delivery of the exceptional Sales Experience within Amplia Communications Sales Department, along with identifying compliance standards, sales efficiency, and call flow methodology.  The QA specialist will work toward ensuring accuracy of information and quality of delivery by monitoring customer interaction touchpoints and recommending improvements. Creation of training material, coordination and execution of new employee onboarding and conducting refreshers are core elements of this role.  The QA Specialist will fairly and consistently provide an ongoing cycle of reviews for the calls, direct sales (face to face), and coaches each Representative for success in executing superior service and quality to our customers both internal and external.

MAIN RESPONSIBILITIES

• Consistently review quality of Sales by performing quality monitoring on calls/interactions to ensure professional, compliant, efficient, effective, and accurate quality customer interactions toward sale productivity
• Observes and evaluates agent calls and evaluates agent’s performance to derive agents’ performance-based objectives.
• Identifies and communicates agents’ training needs to the QAT Team and/or Sales Managers.
• Works closely with Sales Supervisors to provide prompt, professional coaching, and feedback to the Sales Agents with a focus on behaviours that impact measured performance and follow up as necessary to ensure growth.
• Collaborates with the Sales Supervisors to create S.M.A.R.T. goals when developing remedial action plans for new and tenured Sales Agents.
• Facilitates Calibration sessions with Sales Leadership and Sales teams as needed 
• Proactively identify, prepare and deliver scripts for department based on changes requiring alignment in customer communication.  
• Produces Weekly Reports based on call observations & evaluations. Generates monthly reports on agent call/interaction performance weekly and monthly to Sales Management. 
• Spearhead analysis, design, and develop initiatives related to the new-hire, refresher, and staff development training needs of our sales Department. 
• Participate in design of quality monitoring forms and quality standards along with development of testing and scoring mechanisms to ensure high quality standards
• Proactively develop and foster relationships with other staff members within the organization to help in developing streamlined documentation to resolve issues and improve communication.
• Collaborate and communicate successfully with other departments of the business
• Inspires and motivates the team by constantly communicating with them, being open to opinions and following through on commitments.
• Display a professional attitude which maintains a pleasant ambience and positive work environment. 
• Work in partnership with all other departments (finance, marketing, product, engineering, etc.) to continually increase profitability.
• Ensure adherence to applicable HSE legislation and policies as far as reasonably practicable
• Ensure all HSE assigned Key Performance Indicators (KPIs) are fulfilled on a continuous basis
• Perform any other duties related to the job function or as directed by the Senior Sales Manager.
• Performs any other duties related to the job function.

REQUIREMENTS

• Associate Degree or equivalent job knowledge is strongly desired. 
• More than 3 Years of directly related experience is required.
• Experience developing and implementing QA programs highly preferred
• Demonstrated ability to train and develop new and existing support agents.
• Exceptional listening and analytical skills
• Strong knowledge of customer service processes and techniques
• Experience developing process improvement ideas, project plans and executing against goals.
• Excellent oral, written and interpersonal communication skills.
• Proficient in Word, Excel and PowerPoint for presentations and reports required.
• Knowledge of data bases, telephony, and internet networks will be an asset
• Professional demeanour, dependable, and able to maintain confidential information.
• Ability to develop strong rapport with team and provide guidance and counselling.
• Strong analytical, organizational reporting and multi-tasking skills.
• Excellent time management skills. 
• Adaptable to changing environments.
• Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude
• Reliable, flexible to work different schedules as business needs require, including evenings, weekends, or holidays.