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Sales Quality Analyst

Job Post Index 21FC8E-Sy##
Location Houston, TX
Description: Description
  • Responsible for attesting to the quality of the sales enrollment process for all sales channels.
  • Routinely work with other cross-functional departments to ensure that performance, compliance and consistency in scoring our agents are being followed.
  • Identify areas of improvement, make suggestions, and contribute to overall customer service quality.
  • Serve as the lead operations contacts for our agent onboarding process.
  • Monitor inbound and outbound calls for adherence to compliance guidelines, adherence to internal processes and scripting, quality of the customer service provided and accuracy of information gathered and communicated.
  • Participate in design and revision of quality feedback forms
  • Identify opportunities of improvement by accurately assessing and scoring calls to identifying training and process improvement opportunities related to sales and services provided
  • Provide suggestions for process and/or scripting changes to improve compliance, conversion and performance.
  • Participate in new hire and refresher sales training sessions.
  • Collaborate with business segment leadership to ensure consistency in scoring related to current process and training.
  • Ensure a smooth onboarding process between internal stakeholders and outside vendors, and at times trouble-shooting issues related to these procedures.
Skills: Qualifications
  • 3+ years Sales operations or compliance related experience
  • Deregulated Energy industry experience a plus
  • Exceptional listening and organizational skills
  • Demonstrated ability to provide a consistently high level of customer service within a fast paced environment.
  • Ability to provide direct, accurate, and actionable feedback for improved performance
  • Understanding and maintaining confidential information.
  • Bilingual – Spanish/English

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