Job Title: Quality Assessment (QA) Coach – Telesales Call Center
Location: Dar es Salaaam
Company: Sumet Technologies
Job Overview:
As a Quality Assessment (QA) Coach at Sumet Technologies, you will play a pivotal role in maintaining and enhancing the quality of our telesales operations. Your primary responsibility will be to assess, monitor, and improve the performance of telesales representatives by providing constructive feedback and coaching sessions aimed at boosting overall team effectiveness, achieving sales targets, and maintaining top-notch customer experience. This role requires a balance of analytical skills, strong communication abilities, and a deep understanding of telesales dynamics to drive success and efficiency across the team.
Key Responsibilities:
Quality Assessment:
1. Monitor and evaluate telesales calls to ensure adherence to quality standards, compliance guidelines, and established telesales processes.
2. Identify areas of improvement in call handling, customer interaction, and product knowledge to maintain high-quality customer engagement.
Performance Coaching:
1. Provide individualized coaching sessions for telesales agents based on call assessments to improve performance and address specific improvement areas.
2. Offer constructive feedback in a supportive and motivational manner to foster professional growth among telesales team members.
Data-Driven Analysis:
1. Track and analyze quality metrics, customer feedback, and call performance data to identify trends and areas needing improvement.
2. Prepare and present regular quality reports for management, providing insights on team performance and recommendations for process enhancements.
Training and Development:
1. Collaborate with the management team to implement targeted training programs based on assessment outcomes and industry best practices.
2. Design and facilitate workshops or training sessions to address common quality gaps and reinforce best practices for telesales.
Process Improvement:
1. Work closely with the telesales management team to implement process improvements that enhance customer satisfaction and streamline operations.
2. Continuously update and improve quality assurance checklists, tools, and methods to maintain alignment with business goals and evolving customer needs.
Qualifications:
1. Experience: 2-3 years of experience in quality assessment, coaching, or related roles within a telesales or call center environment.
Skills:
1. Strong analytical skills and attention to detail.
2. Excellent communication and interpersonal abilities, with a talent for motivating others.
3. Proficiency in using call monitoring software and CRM tools.
Educational Background: Bachelor's degree in Business, Communications, or a related field, or equivalent experience.
Attributes: Solution-oriented mindset, patience, and adaptability to changing team dynamics.
Share your Resume through
hr.tz@sumet.co
