Quality Control Specialist

2 weeks ago

Tampa, United States Blackstone Medical Services Full time
Job DescriptionJob Description

**Job Title: Quality Control Specialist**

**Overview:**
As a Quality Control Specialist, your primary responsibility will be to ensure the highest standards of communication and service delivery by meticulously reviewing and analyzing sales representatives' calls. Through detailed evaluation and feedback, you will contribute to enhancing customer satisfaction, sales effectiveness, and overall organizational performance.

**Key Responsibilities:**

1. **Call Monitoring and Evaluation:**
- Listen to recorded or live sales calls to assess adherence to company policies, sales techniques, and regulatory compliance.
- Evaluate sales representatives' communication skills, product knowledge, and professionalism.
- Analyze call content for accuracy, completeness, and adherence to scripting guidelines.

2. **Quality Assessment:**
- Develop and utilize standardized evaluation criteria to assess call quality objectively.
- Identify areas for improvement in sales techniques, product knowledge, and customer interaction.
- Provide constructive feedback and coaching to sales representatives to enhance performance.

3. **Performance Reporting:**
- Compile and maintain comprehensive records of call evaluations, highlighting trends and areas of concern.
- Generate regular reports summarizing performance metrics, quality scores, and actionable insights.
- Communicate findings to relevant stakeholders, including sales managers and training teams.

4. **Training and Development Support:**
- Collaborate with training teams to develop training materials and resources based on identified performance gaps.
- Conduct targeted coaching sessions and refresher training to address specific skill deficiencies.
- Monitor the effectiveness of training initiatives through ongoing evaluation and feedback.

5. **Process Improvement:**
- Participate in cross-functional meetings to review processes and identify opportunities for optimization.
- Recommend enhancements to sales scripts, call handling procedures, and training programs based on quality assessment findings.
- Implement best practices and quality assurance protocols to drive continuous improvement.

**Qualifications:**


- Proven experience in a quality assurance or call monitoring role, preferably in a sales or customer service environment.
- Excellent listening, analytical, and problem-solving skills.
- Strong attention to detail and ability to maintain accuracy in fast-paced environments.
- Effective communication skills, both verbal and written, with the ability to deliver constructive feedback.
- Proficiency in using call monitoring software and productivity tools.
- Knowledge of relevant regulatory requirements and industry standards.
- Ability to work independently and collaboratively in a team environment.

 

Company DescriptionBlackstone Medical Service is the #1 home sleep apnea testing company in the entire country as well as one of the fastest growing companies in the Tampa Bay area Our owner and CEO, Vick Tipnes started this company 10 years ago out of his kitchen. Vick is a motivational speaker, entrepreneur and social media influencer with over 2.5 million followers on InstagramCompany DescriptionBlackstone Medical Service is the #1 home sleep apnea testing company in the entire country as well as one of the fastest growing companies in the Tampa Bay area Our owner and CEO, Vick Tipnes started this company 10 years ago out of his kitchen. Vick is a motivational speaker, entrepreneur and social media influencer with over 2.5 million followers on Instagram

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