Sales, Quality Control Analyst
About The Position
As a Quality Assurance Specialist, you’ll play a critical role in strengthening the overall sales performance within our call center teams. You’ll help define, maintain, and continuously refine quality standards with a strong focus on sales effectiveness, revenue growth, and customer retention. By reviewing customer interactions across calls, emails, and chat, you’ll deliver strategic, actionable feedback that sharpens agents’ sales skills, improves close rates, strengthens objection handling, and enhances upselling and cross-selling opportunities. You’ll analyze performance metrics to understand how agent behaviors directly impact key sales KPIs—such as conversion rates, average ticket value, revenue per call, and customer lifetime value. Using these insights, you’ll identify trends, coach to opportunity gaps, and develop targeted strategies that drive measurable results at both the individual and team level.
Requirements
- Experience working in the sales space or with a sales team
- Proficient in Excel
- Proven track record of analytical skills
- Hands-on experience in quality assurance
- Great people skills and ability to communicate (negative) feedback
- Good organizational skills, knowledgeable of goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality
Responsibilities
- Maintain and develop internal support and call center quality standards
- Review a subset of support agents’ conversations (calls, emails, chat, etc)
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Analyze all Scheduling Specialist (sales) metrics and how the support team’s performance affects those KPIs
- Create strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance on the agent and team level
- Create reports that reflect support performance
- Report support team’s performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner
Benefits
- Comprehensive medical, dental, and vision plan options
- Health Savings Account (with HDHP enrollment)
- Health & dependent care flexible spending accounts
- Company-paid basic life insurance
- Voluntary supplemental life insurance
- Company-paid short-term disability insurance
- Voluntary long-term disability
- Company-paid Accident and Hospital Indemnity
- 401(k) with company match (Pre-tax & Roth options)
- Paid PTO, bereavement leave, and maternity leave
- 7 company-paid holidays
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
