QA & Report Senior Analyst

Job description

Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative technology, powered by data and insights. Key responsibilities: Execute within the quality assurance program for the inside sales operation, ensuring adherence to defined sales quality standards, behaviors, and compliance requirements. Design, maintain, and continuously improve QA scorecards and evaluation frameworks aligned to the sales motion, client expectations, and business objectives. Conduct and oversee call monitoring, deal reviews, and sales interaction evaluations across sellers and teams to assess quality, effectiveness, and consistency. Lead QA calibrations with Sales Managers, Service Delivery Leads, and clients to ensure scoring consistency, alignment, and credibility of results. Translate QA findings into actionable insights, trends, and recommendations that drive measurable improvements in conversion, customer experience, and sales effectiveness. Partner with Sales Leadership and Learning & Development to deliver targeted coaching inputs, training recommendations, and remediation...