Quality Analyst (SER Champ)

Company Description KMK Ventures is a leading outsourced Accounting and Tax solutions provider serving clients across the United States. The organization employs over 1,200 professionals, including certified public accountants (USA), chartered accountants, and staff accountants who focus on delivering responsive and high-quality services. With secure, state-of-the-art infrastructure and robust technology, KMK supports clients with day-to-day accounting, monthly book closures, financial reporting, payroll, tax management, and end-to-end tax return preparation. The company positions itself as an extended office for its clients, helping improve processes, productivity, and profitability while optimizing costs and turnaround times. KMK offers 24/7 operations that enable clients to lower infrastructure and operational liabilities and focus on core business growth.

Key Responsibilities:

SER Performance Management:

• Own and drive SER targets for the team.
• Monitor team performance and identify gaps impacting conversions and revenue.
• Implement action plans to improve SER outcomes.

Call Quality & Review:

• Conduct regular audits of customer interactions (live and recorded calls).
• Evaluate how effectively Experts recommend QuickBooks Online products and identify upsell/cross-sell opportunities.

Coaching & Feedback:

• Provide structured, actionable feedback to Experts based on call evaluations.
• Conduct one-on-one coaching sessions and group training workshops.
• Mentor team members to improve product recommendation skills and sales conversations.

Training & Development:

• Design and deliver focused training sessions to enhance SER performance.
• Create learning materials, presentations, and enablement decks.

Stakeholder Collaboration:

• Work closely with Sales teams for seamless handover of qualified leads.
• Participate in client calls and present SER performance insights.

Reporting & Analytics:

• Track key SER metrics and generate performance reports.
• Analyze customer interactions to identify trends, opportunities, and improvement areas.
• Background in Quality Auditing (QA) within a Voice-based BPO environment preferred.
• Proven experience in call monitoring, feedback delivery, and coaching.
• Strong analytical skills with the ability to understand customer needs and sales behavior.
• Excellent communication skills, with the ability to comprehend and evaluate American English conversations.
• Ability to conduct feedback and coaching sessions in a professional and impactful manner.
• Experience in sales, upselling, or cross-selling environments is a strong advantage.