Job Description
We are seeking a diligent and detail-oriented QA Executive to join our B2B Sales team. The QA Executive will play a critical role in ensuring high-quality performance across multiple channels, including calls, emails, and chats. Initially, the focus will be on Call Evaluations, Email and Chat Evaluations, and providing timely Feedback and Coaching Sessions. As the role evolves, the QA Executive will take on additional responsibilities, contributing to comprehensive quality assurance across all relevant areas.
Key Responsibilities:
Call Evaluations:
- Evaluate and assess B2B sales calls for quality, accuracy, and adherence to company guidelines.
- Provide detailed feedback and actionable recommendations for improvements.
Email and Chat Evaluations:
- Review sales-related email and chat communications for clarity, professionalism, and effectiveness.
- Ensure emails and chats align with brand tone and customer engagement standards.
Inbound Leads Monitoring:
- Monitor inbound sales leads to ensure proper handling and response time.
- Evaluate the quality of inbound lead engagement and provide feedback for improvement.
Feedback and Coaching Sessions:
- Conduct coaching sessions with sales representatives based on findings from call, email, and chat evaluations.
- Offer constructive feedback to improve performance and overall customer experience.
Account Audits:
- Perform regular account audits to ensure accurate and up-to-date information is maintained.
- Ensure all accounts meet required standards and compliance guidelines.
Ad-Hoc Audits:
- Conduct random audits on calls, emails, and other sales interactions as needed to ensure consistency across the team.
- Provide feedback and improvement suggestions based on audit findings.
Marketing Campaign Performance Audits:
- Conduct audits on marketing campaign results by analysing generated leads versus conversions. Assess overall effectiveness, identify gaps, and provide detailed findings with recommendations for improvement.
Improvement Trainings:
- Plan and conduct training sessions aimed at improving sales performance and customer engagement.
- Address specific areas of improvement based on audit findings and trends.
Trends Monitoring and Data Analysis:
- Monitor trends and data related to sales performance, customer behaviour, and quality metrics.
- Use data analysis to identify areas for improvement and report on performance trends.
