Responsibilities:

• The Telesales Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality of telesales interactions. This role ensures that sales representatives adhere to company policies, maintain high-quality customer interactions, and achieve performance targets while complying with ethical sales practices and regulatory guidelines. The specialist provides feedback, training, and process improvement recommendations to enhance overall telesales effectiveness.

Key Responsibilities:

• Quality Monitoring: Conduct regular quality audits on telesales calls to ensure adherence to sales scripts, compliance standards, and customer service best practices.
• Performance Evaluation: Develop and implement quality metrics and KPIs to measure the effectiveness of telesales representatives.
• Compliance: Ensure telesales activities comply with company policies, industry regulations, and ethical sales practices.
• Training & Development: Conduct training sessions for new hires and transferred telesales operators to ensure they understand sales techniques, compliance requirements, and best practices.
• Feedback & Coaching: Provide structured, constructive feedback to telesales agents based on call evaluations.
• Process Improvement: Identify opportunities to enhance telesales strategies and streamline processes for better efficiency.
• Reporting: Prepare and present quality performance reports, compliance findings, and action plans to management.
• Customer Interaction: Occasionally handle challenging customer interactions to assess real-time sales challenges and identify training needs.
• Collaboration:Work closely with telesales supervisors and managers to align quality initiatives with business objectives.

Requirements

• Minimum of 2 years of experience in a Telesales Quality Control or similar quality assurance role.
• Strong knowledge of sales techniques, customer engagement, and compliance with ethical sales practices.
• Understanding of telemarketing regulations and adherence to industry compliance standards.
• Strong analytical skills to assess call trends, identify sales opportunities, and pinpoint quality issues.
• Excellent communication skills in English, both verbal and written.
• Ability to work during holidays and adjust schedules when necessary.
• Flexible availability for work hours and office presence in case of urgent tasks.
• Proficient in MS Office (Word, Excel, and PowerPoint) for reporting and presentations.
• Strong organizational skills to manage multiple evaluations, reports, and training sessions.
• Experience in facilitating training and coaching for telesales representatives is a plus but not required.