The Knot Worldwide is seeking a Sales Quality Assurance (QA) Analyst to establish and implement a QA program for their Sales teams, aiming to drive compliance, enhance sales methodology adherence, and improve customer experience, ultimately impacting revenue performance and customer satisfaction.
Requirements
- 3+ years of experience in Quality Assurance within a sales or service environment, with a strong emphasis on sales.
- Proven experience contributing to or building QA processes, ideally in a fast-paced or evolving environment.
- Solid understanding of sales methodologies (SPICED preferred) and customer experience best practices.
- Proficiency with Gong and Salesforce is preferred.
- Strong data analysis skills with the ability to interpret trends and derive actionable insights.
Responsibilities
- Conduct in-depth audits of customer interactions (calls, emails, etc.) for adherence to legal compliance, sales methodology (e.g., SPICED), and overall customer experience standards.
- Leverage tools like Gong and Salesforce to generate, interpret, and compile data to identify trends, root causes, and areas for improvement.
- Contribute to maintaining and evolving QA dashboards and scorecards.
- Provide direct, constructive feedback to sales representatives on individual interactions.
- Collaborate with the QA Manager to translate QA insights into actionable recommendations for sales managers (for coaching efforts), Enablement, and other frontline leaders to improve sales techniques and customer engagement.
- Proactively identify process gaps and opportunities for optimization within the sales QA framework, recommending and contributing to the implementation of solutions.
- Assist in documenting next steps and the execution of corrective actions associated with non-compliance of sales policies.
Other
- Exceptional verbal and written communication skills, capable of delivering direct feedback effectively and collaborating with various stakeholders.
- Highly detail-oriented, process-driven, and organized.
- Comfortable operating with autonomy and proactively problem-solving in a remote-first environment.
- Partner with the QA Manager to design, implement, and evolve a scalable QA framework specifically for TKWW’s Sales, Account Management, and Customer Support teams.
- This includes developing new processes and contributing to program strategy from the ground up.
