Description:
MarketStar is looking for a Quality Assurance Specialist and coach for an exciting new project. In this role you conduct training needs analysis, assess and rate quality, own quality improvement and provide direct feedback and coaching to sales and customer success reps.
If you are passionate about the hospitality industry and have a successful background in quality assurance, account management, sales, customer support, customer success or client relations, we would love to hear from you.
Location: Leopardstown, Dublin 18 - Hybrid
What Will You Do?
- Listen to and evaluate recorded sales calls to ensure adherence to scripts, compliance with regulations, and overall quality
- Review various customer interaction channels (emails, chats, face-to-face meetings) to ensure quality and consistency
- Develop and update quality assurance criteria and checklists for evaluating sales performance
- Establish benchmarks and best practices for high-quality sales interactions
- Provide detailed feedback to sales representatives based on evaluation results, highlighting areas of improvement and strengths
- Collaborate with the training department to design and implement training programs that address identified gaps and enhance sales skills
- Conduct one-on-one coaching sessions with sales representatives to address specific quality issues and improve performance
- Generate regular reports on quality assurance findings, including trends, common issues, and areas for improvement
- Analyze quality assurance data to identify patterns and root causes of quality issues, providing actionable insights to management
- Identify opportunities for process improvements in sales workflows and procedures to enhance quality and efficiency.
- Work with sales managers and other stakeholders to implement changes and monitor their effectiveness
- Effectively communicate quality standards, findings, and improvements to sales teams and management
- Maintain comprehensive records of quality assurance activities, evaluations, feedback, and training provided
- Ensure that all quality assurance documentation is up to date and accessible to relevant stakeholders
- Utilize and manage quality assurance tools and software to monitor, evaluate, and report on sales quality.
- Stay updated on the latest QA technologies and recommend new tools and systems to enhance quality assurance processes.
- Analyze data to identify strategic opportunities and implement data-driven recommendations to drive sales growth.
- Maintain a strong understanding of technical integrations with software partners to provide adequate support to clients.
What Will You Need to Succeed?
- 2+ years of experience coaching and developing sales professionals
- Experience designing and implementing quality assurance processes, programs and rubrics.
- Experience with software vendor, IT Services, SaaS space or system integrator space preferred
- Proficiency in CRM software, specifically working with leads and opportunities
- Excellent communication and presentation skills, with the ability to engage with clients via phone, email, and video
- Strong quantitative skills and the ability to interpret and apply data to drive decision-making.
- Exceptional time management and prioritization abilities.
- Comfort working at both strategic and tactical levels in ambiguous environments.
- Ability to work within tight deadlines, adapt to changing priorities and balance short-term needs with long-term initiatives.
- Fluent in English
- Fluent in French, Italian or Spanish