• Overall, the sales call quality auditor plays a critical role in ensuring that sales calls are conducted in a manner that is compliant, effective, and professional
• They help to improve salesperson performance, identify areas for improvement, and ensure that the company maintains a high level of customer service
• The key roles and responsibilities of a sales call quality auditor who monitors the quality of conversation between salesperson and clients, and shadows the call structure in the fintech industry

Roles and Responsibilities:

• Monitoring sales calls: The sales call quality auditor must listen to sales calls to ensure that they comply with industry regulations, company policies, and product briefs. They should also assess the quality of the conversation between the salesperson and the client.
• Providing feedback: The sales call quality auditor should provide feedback to salespeople on their performance during sales calls. They should highlight areas where salespeople excel and areas where they need to improve.
• Identifying trends: The sales call quality auditor should analyze call data to identify trends and common issues. They should use this information to create training materials and identify areas for process improvement.
• Maintaining records: The sales call quality auditor should maintain accurate records of all calls reviewed, feedback provided, and training materials created. They should also track salesperson performance over time.
• Coaching and training: The sales call quality auditor should provide coaching and training to salespeople on best practices for conducting sales calls. They should also develop training materials to help salespeople improve their skills.
• Collaborating with other teams: The sales call quality auditor should collaborate with other teams, such as product, to ensure that sales calls comply with product features and product capability.

Mandatory Qualifications:

• 5+ Years of experience in quality auditing and monitoring.
• Excellent verbal, written and interpersonal communication skills.
• Persuasive skills to engage with various stakeholders and deliver on programme objectives.
• Strong programme management skills .
• Willingness to extend oneself to accomplish work objectives with tight deadlines, simultaneously pursuing excellence .
• Positive attitude, flexibility and ability to adapt to a dynamic work environment.
• Must adapt well to change and successfully set and adjust priorities as needed.

Role: Customer Service

Industry Type: Software Product

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

• Training
• Loans
• Sales
• Program management
• Process improvement
• Quality audit
• Customer service
• Financial services
• Monitoring
• Quality Auditor

About company

Razorpay is the only payments solution in India that allows businesses to accept, process and disburse payments with its product suite. It gives you access to all payment modes including credit card, debit card, netbanking, UPI and popular wallets including JioMoney, Mobikwik, Airtel Money, FreeCharge, Ola Money and PayZapp.