Quality Control Officer

Job description / Role

The Quality Control Associate ensures the quality of agent interactions and effective use of the CRM. This role involves daily reviews of CRM data, call evaluations, performance analysis, compliance checks, and weekly reporting on KPIs. The associate reports to the CEO through Executive Assistants and collaborates with line managers via designated groups to address CRM issues.

Key Responsibilities:
• Daily CRM Review: Monitor CRM for accurate updates, agent calendar entries, lead information, and lead distribution compliance. Ensure data integrity and adherence to company policies.
• Call Monitoring: Review all calls for tone, politeness, motivation, and sales effectiveness. Provide feedback on call handling, documenting insights and improvement areas.
• Performance and Reporting: Track agent interactions across all communication channels.

• Previous experience is essential
• Industry Experience and Knowledge:
• Experience in CRM systems: Familiarity with common CRM platform to monitor and ensure data integrity, accurate updates, and adherence to company policies.
• Quality control and call monitoring: Previous experience in quality assurance, call center environments, or customer service management. Understanding of how to assess agent performance and ensure compliance with industry standards.
• Sales and performance management: Knowledge of sales processes and performance metrics, as the role involves evaluating sales effectiveness through call monitoring.

Skills and Abilities:
• Analytical skills: Ability to analyze data from CRM and call evaluations to identify trends, areas for improvement, and insights to improve agent performance.
• Attention to detail: Ensuring all entries in the CRM are accurate and compliant with policies, and monitoring calls for specific metrics like tone, motivation, and sales techniques.
• Communication skills: Strong written and verbal communication abilities to provide clear feedback to agents and managers, and to prepare reports on key performance indicators (KPIs).
• Report generation: Competence in generating weekly reports on CRM data, call evaluations, and performance metrics to share with key stakeholders (CEO, executive assistants, line managers).
• Compliance knowledge: Understanding of industry regulations and company-specific policies to ensure that agents adhere to guidelines during their calls and CRM updates.

Personal Traits:
• Attention to detail: The ability to catch inconsistencies, errors, or areas of non-compliance in CRM data or call handling.
• Problem-solving: The capability to work with line managers to address CRM issues or performance challenges.
• Objectivity and fairness: Ability to evaluate agent interactions without bias, offering constructive feedback and facilitating improvements in a positive manner.
• Adaptability: Comfort in adjusting to new tools or methodologies as CRM and performance tracking technologies evolve.

Reporting Structure and Collaboration:
• Reporting to CEO: The role requires communication with high-level executives, so a professional demeanor and understanding of strategic goals are essential.
• Collaboration with Line Managers: The ability to work closely with other managers to address and resolve CRM issues, ensuring that team goals and performance standards are met.

Educational Background and Certifications:
• Relevant Education: A degree in business, communication, or a related field would be beneficial, though relevant experience may be considered in lieu of formal education.

Certifications:
• Any certifications related to quality control, customer service, or CRM platforms would be a plus.

About the Company

Ax Capital – a cutting-edge real estate agency. We understand the needs of investors – we value time, money and up-to-date information. We base our interactions with clients on trust. Our specialists take pride in finding solutions that take account of tax concerns, profitability, privacy and comfort. These factors are important for a settled life.