Sales Quality Analyst | Anonas
Core
Analyze, evaluate, and resolve back-end issues affecting day-to-day tools, performance, and processes to ensure teammates maintain quality and comply with processes.
Role type
Quality Analyst (Sales Operations)
Builds
Quality assurance processes and performance reports for outsourced digital services
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
dashboards & analysis
Required skills
Customer service practices, sales experience, pattern recognition, data analysis, research methodologies, mediation and conflict resolution
Preferred skills
Advanced computer proficiency, business/economics knowledge
Responsibilities
Prepare weekly and monthly reports on teammate performance; Identify and escalate potential quality issues; Verify implemented solutions to quality issues; Conduct calibration sessions with teams including side-by-side task monitoring; Attend weekly business reviews with Team Leaders, Operations Managers, and clients.