At Cydcor, we are seeking a Sales Quality Specialist responsible for measuring and improving sales quality for our ICLs. In this role, you will document, research, and resolve client escalations within service level agreements.
What You'll Do
- Handle the documentation, research, communication, and resolution of customer escalations within the service level.
- Engage with highly escalated customers, address their concerns, and deescalate tense situations to achieve positive resolutions.
- Develop and analyze reporting to track emerging sales quality issues and provide proactive recommendations for solutions.
- Ensure best practices and procedures are identified and communicated to the sales offices.
- Maintain and review standards, existing policies, and procedures to evaluate effectiveness with recommendations for continuous improvement.
- Partner with project teams to develop, coach, and mentor field sales teams in relation to quality standards and procedures.
- Achieve consistent improvement in the percentage of customer escalations handled on assigned campaigns.
- Successfully implement process improvements and proactive quality measures.
- Build positive and productive working relationships with internal team members, our Clients, and the field.
- Conform with and abide by all regulations, policies, work procedures, instructions, and safety rules.
- Exhibit regular, reliable, punctual, and predictable attendance.
What We're Looking For
- 1-2 years of experience working in a fast-paced customer service or sales environment.
- Ability to plan, organize, and prioritize multiple tasks and meet conflict deadlines.
- High-energy self-starter who can take initiative with minimal guidance and work both individually and as part of a team.
- Demonstrates appropriate attention to customers’ needs and requirements when making decisions and taking action.
- Able to lead and influence others without direct authority or control.
- Demonstrates Integrity and Maintains Confidentiality.
- Excellent verbal and written communication skills, patience, empathy, and the ability to think quickly on their feet.
Nice to Have
- Ability to produce results focused on efforts to attain concrete, timely, and measurable performance outcomes.
- Experience using Microsoft Office applications preferred—including email, Word, Excel, etc.
- Experience using Salesforce preferred.
- Experience using Excel preferred.
- Experience using AI, ChatGPT preferred.
Technical Stack
- Microsoft Office
- Salesforce
- Excel
- AI/ChatGPT
Benefits & Compensation
- Medical, Dental, Vision
- 401k
- 401k match
- Base pay of $50,000 + Bonus Opportunity
Work Mode
This is a hybrid position.
Cydcor is an equal opportunity employer.
