Sales Executive, Quality Analyst and Sales Validator

Facilitate call calibration with clients and service delivery team. • Auditing random calls or based on the samples required by service delivery. • Onboarding new applicants to familiarize themselves with the process, dos and don’ts. • Listening and auditing calls for quality assurance purposes. • Make sure that the employees are following the correct process in compliance with both internal and external guidelines. • Investigating customer’s complaints such as cases from Office of the President and any legal claims from the customer. • Attending client meetings and calibrations • Sending feedback to clients through different forms of communication such as emails, and virtual calls. Sales Validator • Sales call calibrations with clients and vendors. • Sales validation for wireless and broadband services. • Coaching sessions with agents, discussed opportunities and commendations. • Provide monthly root-cause analysis (RCA) on trends of opportunities such as identifying if those are due to skill, knowledge or will issues. • Provide summary of observations on sales audits as well as resources or articles for future reference and avoid the same violations. • Identifying root cause of order cancellation. o Fraud. Any mismatch of customer’s information (e.g., mismatch of name spelling on the credit card used vs the name appears on the service account, mismatch of service and billing address, mismatch of Driver’s license State and State residence Etc.) o Customer request. Identify agent opportunities as to why customer declined to continue the order. Check if there is necessary information that was not disclosed by the agent during point of sale. Most common callout or opportunity is misrepresentation.