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Quality Analyst Outbound Sales

2 weeks ago

Kuala Lumpur, Malaysia SRG Asia Pacific Sdn. Bhd. Full time

The QA Outbound Sales Specialist is responsible for evaluating and ensuring the quality of outbound sales calls and interactions with customers. This role involves monitoring and assessing the performance of outbound sales representatives to ensure that they meet company standards, deliver exceptional customer service, and follow best practices in sales techniques. The QA Specialist will provide feedback, identify areas for improvement, and support sales teams in achieving their goals.

**Key Responsibilities**:

- **Monitor Sales Calls**: Listen to and evaluate a sample of outbound sales calls to assess quality, accuracy, and adherence to company scripts and policies.
- **Provide Feedback**: Offer constructive feedback to sales representatives based on call evaluations, helping them improve their sales techniques, communication skills, and product knowledge.
- **Conduct Quality Audits**: Perform regular audits of outbound sales calls and track performance metrics such as call duration, conversion rates, and customer satisfaction.
- **Reporting**: Compile performance reports for sales teams and management, highlighting key trends, strengths, and areas for improvement.
- **Collaborate with Sales Team**: Work closely with the outbound sales team to provide training, coaching, and mentoring to enhance overall performance.
- **Identify Training Needs**: Recognize skills gaps and recommend additional training or resources to improve individual and team performance.
- **Ensure Compliance**: Monitor outbound sales efforts for compliance with industry regulations, company policies, and ethical standards.
- **Track KPIs**: Assess the team’s progress in meeting key performance indicators (KPIs) such as sales conversion, customer retention, and lead quality.
- **Maintain CRM**: Ensure accurate documentation and record-keeping of quality assessments, feedback, and outcomes in the company’s CRM system.
- **Stay Updated**: Keep up-to-date with product information, sales processes, and industry trends to provide accurate feedback and maintain high-quality sales interactions.

**Job Types**: Full-time, Permanent

Pay: RM2,600.00 - RM3,400.00 per month

**Benefits**:

- Flexible schedule
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Day shift
- Early shift
- Fixed shift
- Monday to Friday

Supplemental Pay:

- Attendance bonus

**Experience**:

- Qualitative analysis: 1 year (required)

Application Deadline: 01/23/2025
Expected Start Date: 01/23/2025