Quality Sales Coach (Boston, MA)

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As part of the Sales Support team, this member will work closely with the Sales Managers, Sales Support Managers, and individual Specialists worldwide. This person will execute and enhance an existing quality program that includes review and reinforcement of core skills impacting business results. For those offices with non-dedicated Sales Support managers, they will facilitate these monthly reviews and provide feedback for improved performance. This person will also collaborate with Sales Support managers to reinforce the consistent execution of agreed upon Customer Engagement and Global Coaching Standards. Given their involvement in the area of quality, they will contribute to other operational improvements to drive efficiencies and productivity.

Responsibilities

• Key driver to execute, enhance, and monitor the quality processes for worldwide Sales Support organization.
• Works with internal contacts to leverage existing tools (e.g. CS audit process; TS & CS recording software) and collaborate on best practices.
• Execute and enhance established quality process and logistics, listen and/or evaluate call notes, scoring, documenting findings on a daily basis. Through observations and quality coaching, consult with manager on individual specialist performance accomplishments, as well as recommendations to address any challenges.
• Ensures compliance to live call monitoring legislation/privacy issues.
• Key contact for specialist related process improvements and suggestions for operational efficiencies.
• Maintain/continually improve specialist competency model.
• Works with Marketing to provide information for enhanced marketing feedback and research.
• Actively involved with sales and quality coaching industry trends.

Minimum Qualifications

• A bachelor’s degree and 7 years of professional work experience (or a master’s degree and 5 years of professional work experience, or a PhD degree) is required.

Additional Qualifications

• Experience developing and/or implementing a quality sales program, implementing continuous process improvement process.
• Sales (Inside Sales, Telesales, or Field Sales) experience.
• Exposure to solution selling concepts and techniques.
• CRM knowledge/system savvy.
• High tech (ideally software industry) experience.
• Strong communication skills; working with all levels (management, staff); ability to coach/mentor others.
• Ability to work across multiple time zones.
• Travel internationally, as needed.

Click here to apply online.