Quality Analyst

Job description

What Will You Drive

As a Quality Assurance Specialist, you will play a crucial role in enhancing customer interactions, optimizing sales processes, and ensuring compliance with industry standards. Your primary focus will be to:

1. Enhance Quality Standards Conduct systematic assessments of customer interactions (calls, chats, emails) to ensure alignment with sales processes, policies, and service excellence.
2. Drive Performance Improvement Identify gaps in agent performance, provide actionable feedback, and collaborate with Process Trainers to design effective training interventions.
3. Deliver Data-Driven Insights Analyze customer feedback, sales metrics, and quality trends to provide meaningful insights that support decision-making and business growth.
4. Ensure Compliance & Best Practices Maintain adherence to regulations such as the Australian Consumer Law (ACL), ACCC guidelines, and privacy laws while promoting ethical sales practices.
5. Optimize Sales & Customer Experience Work cross-functionally with Sales, Training, and Operations teams to refine scripts, processes, and best practices for improved conversions and customer satisfaction.

Who Are We Looking For

We are seeking a detail-oriented and analytical professional with a passion for quality assurance, sales optimization, and customer experience enhancement. The ideal candidate will have:

1. 2-3 years of Quality Assurance experience in a Sales or Contact Centre environment.
2. Strong knowledge of sales processes, including customer engagement, upselling, and objection handling.
3. Expertise in QA principles, performance metrics (CSAT, NPS, KPIs), and coaching techniques.
4. Data analysis skills to identify trends, generate reports, and implement improvement strategies.
5. Excellent communication skills to provide constructive feedback and collaborate with stakeholders.
6. Regulatory knowledge of ACL, privacy laws, and compliance best practices.
7. Advanced Microsoft Excel proficiency (Pivot tables, VLOOKUP, data visualization).
8. Experience with quality management tools (Verint, Aircall, ConvoZen) and CRM solutions (HubSpot, Salesforce) is a plus.
9. Certifications in Six Sigma, Lean, or process improvement methodologies (highly regarded).