Role description  

We are looking for a detail-focused and analytical Sales Quality Assurance Analyst to support the review of sales interactions across internal and partner sales channels.

You will independently review recorded sales interactions alongside CRM and system information to ensure customers have been provided with accurate information, appropriate support and fair outcomes.

Your findings will provide evidence-based assurance and help identify recurring themes, areas for improvement and potential risks across sales quality, regulatory compliance and customer experience.

Key Responsibilities

• Review recorded sales interactions against agreed quality, regulatory and customer outcome standards.
• Check that customers have been provided with accurate information, including tariffs, prices, key terms, payment arrangements and required disclosures.
• Compare call recordings against CRM records, system information, consent details and sales classifications to ensure information is accurate and consistent.
• Identify potential customer vulnerability or additional support needs and assess whether these have been appropriately recognised and handled.
• Record clear, accurate and evidence-based findings from each review.
• Identify recurring errors, trends or emerging themes and raise these with the Sales Quality Lead.
• Escalate significant concerns or potential customer harm promptly through the appropriate process.
• Provide clear evidence and insight to support wider conversations with Sales, Partnership and other relevant teams.
• Participate in calibration sessions to ensure quality standards and scoring are being applied consistently.
• Keep up to date with changes to tariffs, regulations, systems, processes and quality assurance guidance.
• Complete agreed volumes of quality assurance activity while maintaining a high level of accuracy and attention to detail.

Experience and Qualifications

Essential

·       Strong attention to detail and analytical skills.

·       Confident listening to recorded customer interactions while reviewing supporting information across different systems.

·       Able to identify inconsistencies and confidently question information where something does not look or sound right.

·       Fair, objective and consistent when applying agreed quality standards.

·       Strong written and verbal communication skills.

·       Able to clearly document findings and provide constructive, evidence-based feedback.

·       Good organisational skills with the ability to manage priorities and work independently.

·       Comfortable working to agreed productivity, quality and accuracy expectations.

·       Strong focus on customer outcomes and delivering a fair customer experience.

Desirable

·       Previous experience within Quality Assurance, Call Quality, Call Monitoring, Sales Compliance, Customer Service Quality or a similar role.

·       Experience reviewing customer or sales interactions within a contact centre environment.

·       Experience working within a regulated industry such as energy, utilities, financial services, insurance or telecommunications.

·       Understanding of vulnerable customers and additional support requirements.

·       Experience using CRM systems and reviewing information across multiple systems.

·       Experience identifying trends, recurring issues or root causes from quality reviews.