At a Glance
- Tasks: Enhance sales performance and customer satisfaction through quality assurance insights.
- Company: Join a dynamic team focused on compliance and continuous improvement.
- Benefits: Competitive salary, professional development, and a supportive work culture.
- Other info: Opportunity for growth in a fast-paced environment with a focus on teamwork.
- Why this job: Make a real impact by driving quality and coaching within the sales team.
- Qualifications: Experience in audits, data analysis, and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Role overview
The Quality & Sales Enablement Specialist is responsible for improving sales performance, customer outcomes, and compliance standards by using quality assurance insights to drive coaching, development, and continuous improvement across the sales function.
The role involves supporting call quality, managing queries from customers and the wider business, and carrying out due diligence checks.
It also includes working closely with sales executives and managers to deliver a live call audit status whilst promoting a strong culture of compliance across the business.
- Key tasks
- Review and assess customer interactions against defined quality frameworks.
- Maintain quality scorecards, audit records, and performance reports.
- Provide clear and constructive feedback to sales colleagues and management teams.
- Maintain a live status on workload and sales activity delegated from the Quality Manager.
- Supporting the effective implementation and ongoing development of the quality framework.
- Prepare and analyse quality, customer, and sales performance data.
- Produce regular quality and sales insight reports.
- Identify risks, trends, and development opportunities.
- Recommend and support continuous improvement initiatives.
- Support the delivery of a positive quality, compliance, and sales culture.
- Other tasks
- Tracking coaching effectiveness and improvement outcomes.
- Working closely with Sales Managers, Team Leaders, Training Teams, and operational stakeholders.
- Supporting onboarding and ongoing capability development of sales teams.
- Acting as a key contact for sales quality and performance, insights.
- Maintaining an understanding of sales processes, customer needs, and upcoming business changes.
- Supporting complaint investigations and root-cause analysis.
- Any other tasks delegated by management as required
- Criteria
Essential
(attributes required for candidate to be considered)
Desirable
- (attributes can be trained or developed)
- Knowledge and Skills
- (what you know and what you can do)
- Experience conducting audits, interaction reviews, or quality assessments.
- Ability to analyse data and identify trends.
- Experience engaging with managers and stakeholders.
- Strong computer literacy with moderate/intermediate knowledge of Microsoft 365 applications and CRM navigation
- Experience within a telephony-based contact centre or sales support environment.
- Proficiency with Microsoft Excel, Share Point and Power BI.
- Experience providing feedback, coaching, or performance support.
- Knowledge of compliance, customer experience, or continuous improvement methodologies.
- Strong attention to detail.
- Excellent communication and coaching skills.
- Analytical and problem-solving abilities.
- Commercial awareness and customer focus.
- A passion for continuous improvement and developing others.
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We think you need these skills to ace Quality Manager in Ripponden
Quality Assurance
Data Analysis
Customer Interaction Review
Audit Experience
Microsoft 365 Applications
CRM Navigation
Microsoft Excel
