Quality Assurance Specialist for Sales team – Call Center

We are seeking a highly motivated Quality Assurance Specialist to join our Sales Team within our Call Center.

As a Quality Assurance Specialist, you will be responsible for monitoring and evaluating sales calls made by our Call Center team. Your primary goal will be to ensure that our online sales agents adhere to industry regulations, and quality standards while effectively promoting our tobacco products.

Responsibilities:

• Develop and implement quality assurance processes for the online sales team, ensuring adherence to company standards and compliance requirements
• Conduct regular audits and assessments of sales activities, including calls, emails to evaluate quality and effectiveness
• Analyze data and provide insightful reports on sales quality metrics, identifying trends and areas for improvement
• Collaborate with the Online Sales Manager to identify training needs and participate in the development of training programs
• Monitor customer feedback and satisfaction scores, identifying patterns that can inform quality assurance strategies
• Stay updated on industry best practices and regulatory changes that may impact sales quality standards

Requirements:

• 2+ years of experience in quality assurance, call center operations, or a similar role, preferably in the tobacco or consumer goods industry
• Strong understanding of call center metrics, quality assurance processes, and compliance standards
• Excellent communication and interpersonal skills
• Ability to provide constructive feedback effectively
• Strong analytical skills and attention to detail
• Proficient in using quality monitoring tools and software
• Familiarity with tobacco industry is a plus

Working conditions:

• Full remote work from any location
• Work schedule is 5/2 Monday - Friday, the USA market hours
• Professional service contract
• Payment to foreign banks

If you are an experienced Quality Assurance Specialist with a passion for improving sales processes, we want to hear from you!
Please submit your resume and cover letter outlining your qualifications and interest in this role.