Quality Assurance Manager - SMB Sales

SecurityMetrics•Orem, UT

11d

About The Position

Are you a game changer ready to transform our SMB Sales division? We are seeking a dynamic Quality Assurance Manager to be the driving force behind a world class customer experience. This pivotal role will dramatically elevate sales productivity, perfect our training programs, safeguard our brand reputation, and optimize internal efficiency. The Mission The QA Manager will be instrumental in developing the SMB Sales quality assurance program. Responsibilities include designing sales training, safeguarding the company's reputation, and coordinating with cross-functional teams to ensure high quality and efficient customer interactions.

Requirements

5+ years of experience in a similar management role
Comprehensive understanding of the SMB sales lifecycle
Expertise in utilizing CRM platforms and various sales technologies
Advanced analytical skills in Excel to convert data into actionable strategic insights
Expertise in leveraging call recording software and advanced call analytics
Strong communication skills for team alignment and motivation
Commitment to continuous process improvement and workflow optimization

Responsibilities

Direct the QA team to meet established quality standards
Conduct call reviews and coaching sessions to improve agent skills
Develop and implement scorecards and evaluation frameworks
Collaborate with Sales Leadership to support SMB market expansion
Develop and conduct training for new and existing sales talent
Manage and update Wiki resources and sales scripts
Monitor and analyze CSAT and NPS data to improve the company's reputation on platforms like - BBB, Trustpilot, and G2