Quality & Enablement Specialist - Dropbox

MarketStar

11d•Remote

About The Position

MarketStar is seeking a Quality & Enablement (Q&E) Specialist to support our Dropbox team The Q&E Specialist is responsible for assessing the quality of interaction between our sales representatives and existing and potential customers. The Q&E Specialist will monitor inbound/outbound calls, emails, and online chat to assess representative demeanor, technical accuracy, customer service performance and conformity to policy and procedures, ensuring the sales team is providing an educational and impactful experience for our customers. They will work directly with Sales Enablement and Training management to assist in developing, creating and implementing quality assurance processes and procedures, as well as making recommendations for enhancements to training materials as needed. The ideal Q&E Specialist candidate is a team-oriented individual who is driven to ensure that professionalism, productivity, and quality are maintained and continually improved.

Requirements

Direct, B2B or tele-sales experience required, previous Quality Assurance experience preferred
Internal applicants must be exceeding metrics in current position
Ability to interpret data dashboards to identify trends and focus areas
Excellent verbal, written, interpersonal, and organizational skills
Proficient in Microsoft Office and Google products (Gmail, Forms, Sheets, etc.)
Results oriented with the ability to motivate others and drive performance
Must have an adaptive management style and the ability to work at micro and macro levels
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
A skill’s assessment will be conducted as part of the interview process

Responsibilities

Reviews quality of work performed by sales team through monitoring call and chat recording systems and applications.
Use quality monitoring data management system to compile and track performance at team and individual level
Identify training needs and communicate needs to the training department as needed.
Prepare and analyze internal and external quality reports for management staff review.
Conduct calibration sessions on calls for all products/programs with Senior Leadership, Team Leads, and other Management.
Provide actionable data to various internal support groups as needed.
Work with cross-functional stakeholders, both internal and external clients to achieve program initiatives.
Provide feedback to sales team leaders and senior leadership.
Create and maintain standardized workflows and procedures. Provides recommendations for change and participates in analysis of workflows and procedures to improve accuracy/efficiency.
Perform other related duties as assigned.