Telesales Quality Assurance & Training Analyst
About the role
Join Our Team as a Telesales Quality Assurance & Training Analyst!
M-KOPA is looking for a Telesales Quality Assurance & Training Analyst to strengthen our Retention Team. This role plays a vital part in promoting digital and financial inclusion across various markets by ensuring that our sales performance meets customer protection standards.
Role Overview: In this role, you will connect sales effectiveness with customer satisfaction. You will evaluate sales conversations to identify areas where agents need support, contributing to the development of tailored training programs.
Main Responsibilities:
- Conduct quality assessments of both inbound and outbound Telesales interactions, ensuring adherence to sales protocols and communication standards.
- Analyze customer interactions to identify recurring objections and performance challenges, compiling detailed reports for the QA & Training Lead.
- Assist in creating and executing onboarding and refresher training programs, including call guides and educational resources.
- Offer structured feedback and coaching to agents based on quality assessment results.
- Perform any other tasks assigned by the hiring manager.
Requirements:
- A Bachelor’s degree in business administration, marketing, communications, or a related field.
- A minimum of 2 years in Quality Assurance, Training, Coaching, or Telesales.
- Experience in call quality monitoring and performance analysis, with proficiency in CRM systems and data-driven decision-making.
- Strong attention to detail and capability to provide constructive feedback.
If you’re eager to make a difference, we want to hear from you!
How to Apply: Interested candidates should apply promptly, as applications will be reviewed on a rolling basis. Join us in shaping the future of M-KOPA!
Summarised by JobsOnline Africa from the employer's listing. The full details are on the employer's site when you apply.