SUMMARY:
The SEOReseller Quality Specialist at Competency Level 1 primary responsibility is to support the organization and partner’s growth through on-time, accurate and high-quality QA coaching and monitoring of Partner Success and Growth Executives as well as sales calls. This role will also work closely with the operations leadership team in developing and implementing training, process and operations improvements based on data from QA analysis. This role will also be responsible in ensuring clear, updated and relevant QA guidelines for calls and emails.
DUTIES AND RESPONSIBILITIES:
I. PROCESS
Call and Email Quality Completion:
Continuous Improvement
Reports completion, Timeliness and Accuracy
Calibration Session Completion
II. CUSTOMER
Call and Email QA coaching (Timeliness and Volume)
QA Support through Email Tips and Huddle Sessions
QUALIFICATIONS:
● At least 3 years of relevant experience in a quality assurance role
● Openness to shifting schedule (Mostly Graveyard shift)
● Excellent verbal and written communication skills
● Strong interpersonal skills and ability to provide feedback in a constructive manner
● Ability to work independently and as part of a team
● Experience with call centre software and tools
● Experience with customer service and support is a plus
COMPETENCIES REQUIRED:
Attitude
● Service Mindset: Sees the work as an opportunity to serve those coached to help them improve and become the best version of themselves in servicing our customers
● Gritty and Diligent: Doesn’t rely on motivation to ensure work is completed timely, completely and accurately
● Candid but respectful: Has the courage and assertiveness to raise things that need to be improved
● Adaptable: Open to change and very willing to learn new things
● Ownership:
Knowledge
● Quality Framework
● Calls and Email Best Practices
● Basic English Language Rules
Skills
● Coaching Skills
● Stakeholder management skills
● Communication Skills with different levels of the organization
● Analytics and Reports Generation
● Excel Skills (e.g. pivot, vlookup, etc.)