Job Description

Role Overview

We are seeking a Sales Process Adherence Analyst to join our Contact Centre Quality team. In this role, you will be responsible for evaluating sales calls against a structured scorecard, ensuring agents consistently follow the sales process, apply best practices, and maximise conversion opportunities. You will provide actionable feedback, deliver insights to management, and help drive overall sales effectiveness across the team.

Key Responsibilities

Call Monitoring & Evaluation Listen to live and recorded calls to assess sales process adherence. Evaluate agent performance against scorecards covering areas such as rapport building, needs discovery, product positioning, objection handling, and closing. Identify missed sales opportunities and recommend improvements. Feedback & Coaching Support Produce detailed feedback reports for agents and team leaders. Highlight strengths and areas for development with clear, actionable guidance. Support coaching sessions and training workshops by sharing insights and trends. Reporting & Insights Compile weekly and monthly sales quality reports showing performance trends. Analyse sales process drop-off points (e.g., objection handling, closing) and highlight improvement opportunities. Provide insights to Sales Managers to inform training, process updates, and script refinements. Collaboration Work closely with sales leadership, trainers, and team leaders to ensure a consistent, high-quality sales approach. Share best practices and help embed winning behaviours across the sales teams.

Key Skills & Competencies

Strong understanding of sales processes and customer engagement techniques. Excellent listening and analytical skills, with an eye for detail. Ability to provide constructive, motivational feedback. Proficiency with call monitoring tools, CRMs, and reporting software (Excel, BI tools). Strong written and verbal communication skills. Ability to work independently and manage multiple evaluations and reports to deadlines.

Experience & Requirements

Previous experience in a sales quality assurance, workforce analyst, or call monitoring role (contact centre experience desirable). Knowledge of structured sales methodologies (e.g., SPIN, Challenger, Consultative Selling) is an advantage. Experience producing performance reports and presenting insights to management.

Key Performance Indicators (KPIs)

% of calls evaluated per agent/team per week. Sales process adherence rate (as measured by scorecard). Improvement in agent sales conversion rates following feedback. Accuracy, timeliness, and quality of reports produced.
Job Type: Full-time

Pay: 24,000.00-26,000.00 per year

Benefits:

Casual dress On-site parking
Application question(s):

Do you have call centre experience ?
Work Location: In person