compensation: Hourly: $5 - $16 per hour employment type: full-time
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Are you a detective at heart with an analytical mind and a meticulous attention to detail? Have your friends or family members accused you of being OCD or eavesdropping? Do you like dissecting everything that has gone right or wrong in a situation? If so, you might be the Sales Quality Assurance Specialist we are looking for.
As the Quality Assurance Specialist you will act as the sales floor detective that protects, nurtures, and maintains the professionalism of our sales agents. As a result, our customer will be serviced at the highest level possible. The Quality Assurance Specialist you would be the go to person for all dashboards, reports, performance metrics and analysis of compliance and call quality. This role creates maintains and improves upon quality assurance reports and transparency. The Quality Assurance Specialist leads QA compliance and monitoring and is a critical asset in the mitigation of risk and compliance for the phone team.
A successful Quality Assurance Specialist will be a combination of an analytical thinker and forward sales thinking professional, they will be able to take data from multiple sources and find actionable improvements and create transparency for the sales leadership.
Your values must align with our company values for it to be a good fit. The 3 LadyBoss core values are: Respect, Integrity, and Effort.
Responsibilities (Tasks Associated With The Role)
The Quality Assurance Specialist’s role is to audit the phone team agents calls for quality and compliance, provide accurate scoring and actionable feedback.
Maintain Quality Assurance schedule of call reviews, ensure team meets standard guidelines for quantity of each agent role.
Verifies Agent results by measuring skills in use of scripts, product knowledge, sales ability, greeting, diction, listening, etiquette, objection handling, efficiency, and compliance.
Provides feedback to Senior RL’s by monitoring calls; conducting weekly and monthly coaching interactions.
Evaluates Agent quality and compliance providing quality ratings; identifying training needs; developing training programs; conducting training.
Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
Contributes to team effort by accomplishing related results as needed.
Model company values and “does whatever it takes” approach
Driven to produce results
Review calls of agents and complete QA checklist
Complete infraction form as needed and escalate calls as needed
Provide weekly and monthly analysis of QA output data
Highlight coaching opportunities, wins and patterns (good or bad)
Serve as lead support on QA Salesforce Queue
Review calls of Salesforce cases created by customer complaints, create a response for Billing Analyst, and escalate as needed to Operations Director
All SF calls reviewed should also be included in the QA checklist and QA analysis spreadsheet.
Able to respond and adjust accordingly to the changing needs of a growing company
Accountable and takes responsibility for both successes and improvement opportunities
Results (Expected Accomplishments)
The goal of this position is to keep the LadyBoss Phone Team Results Liaisons calling without interruptions, keeping all call systems running smoothly at all times, and ensuring all Phone Team systems and processes are maintained.
Requirements (Expected Proficiencies)
Strong verbal and written communication skills
Customer service oriented
Outstanding problem resolutions skills
Strong organization skills
Excellent interpersonal and teamwork skills
Ability to multitask
Proficiency data entry with a minimum of 40 WPM
Ability to work in a fast-paced and high-stress environment
Maintain a positive attitude in all situations
Strong desire for personal growth
Computer skills and knowledge of relevant software
Knowledge of operation of standard office equipment
Knowledge of clerical and administrative procedures and systems such as filing and record keeping
Knowledge of principles and practices of basic office management
Information gathering and information monitoring
Attention to detail and accuracy
Treats others with respect and dignity
Displays sound judgement
This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.
LadyBoss is the #1 weight loss transformation system on the planet that has helped over 100,000+ women achieve their goal all across the globe. Our mission is to help 1,000,000 women lose weight while loving themselves again.
The mission of LadyBoss is to help women lose weight while loving themselves again. We will help these women gain back their confidence, improve their overall quality of life, and change the health of their entire family tree forever. We will do this by providing the best information, products, and services possible in the three pillars of fitness, nutrition, and accountability.
We are a fast-paced, technology driven, fast growing young company looking for rockstar individuals who want to work hard, learn, and grow with us while being apart of an incredible mission.
To apply for this position, please send your resume and cover letter to email@example.com or visit www.ladyboss.com/itsknocking to apply.
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