Quality Analyst

4 dni temu

Kraków, Lesser Poland TeleTech Holdings, Inc. Pełny etat

Job Description - Quality Analyst - Sales Effectiveness & Enablement (043DU)

Quality Analyst - Sales Effectiveness & Enablement

The Quality Analyst within Sales Effectiveness & Enablement plays a critical role in transforming quality data into actionable insights that improve sales performance, customer experience, and revenue outcomes. This role is not just about listening to calls and scoring interactions—it's about proactively analyzing patterns, identifying coaching opportunities, and driving alignment between sales execution, quality, and learning & development (L&D).

The ideal candidate is insight-driven, proactive, and capable of storytelling with data to influence sellers, leaders, and enablement teams toward high-impact business actions.

Key Responsibilities

Quality Intelligence & Sales Performance Alignment

  • Evaluate sales interactions (calls, emails, chats) to assess behavioral effectiveness, compliance adherence, and revenue-driving opportunities—beyond just scoring transactions.
  • Extract and analyze quality insights to correlate with business KPIs such as conversion rates, average deal size, pipeline velocity, and retention metrics.
  • Deliver actionable recommendations based on trends in seller behaviors—providing tailored insights for individual reps, sales managers, and L&D teams.
  • Identify coaching opportunities for sales leaders, ensuring feedback is linked directly to production-impacting behaviors (e.g., objection handling, upsell positioning, consultative selling).
  • Collaborate with Learning & Development to refine training programs using real-world quality insights—ensuring training content directly addresses seller gaps and opportunities.
  • Optimize and refine quality scorecards and evaluation tools, ensuring alignment with evolving sales strategies and business objectives.
  • Develop and present data-driven insights to senior leadership, translating complex quality data into clear, strategic recommendations for sales and enablement leadership teams.
Preferred Education
  • Associates degree in Business, Sales, Marketing, Data Analytics, Psychology, Learning & Development, or a related field, or equivalent certifications that drive sales results.
  • Equivalent work experience in a sales, revenue operations, or sales enablement role will be considered.
Experience & Technical Skills Preferred

Sales & Quality Experience:

1+ years in a sales quality, sales enablement, or revenue operations role, preferably in a fast-paced B2B or B2C sales environment.

  • Experience working directly with sales teams and leadership to drive behavioral improvements and performance outcomes.
  • Strong understanding of consultative sales methodologies, objection handling, and revenue-impacting behaviors.
Data Analysis & Storytelling:
  • Proven ability to analyze sales and quality data and translate it into clear, actionable insights.
  • Experience in root-cause analysis—identifying why sellers are struggling and defining the exact behaviors that need adjustment.
  • Ability to tell a compelling story with data and recommend solutions that drive measurable business improvements.
  • Proficiency in quality monitoring and evaluation tools (e.g., Observe.AI, CallMiner, NICE, or similar platforms).
  • Experience using CRM systems (Salesforce, HubSpot, or equivalent) to align quality insights with sales performance.
  • Familiarity with AI-driven coaching tools (Gong, Chorus, or similar) and leveraging predictive analytics to enhance seller effectiveness.
  • Strong Excel/Google Sheets and data visualization skills (Tableau, Power BI, or similar).
What Success Looks Like in This Role
  • Quality insights aren't just passed along—they lead to measurable improvements in seller performance and revenue.
  • Sales leaders actively rely on the analyst's insights to drive coaching conversations.
  • L&D teams receive targeted data-backed recommendations to improve training programs.
  • Quality processes continuously evolve to align with business objectives and revenue goals.
  • If you're a data-driven thinker, proactive problem solver, and passionate about improving sales outcomes through strategic quality insights, we'd love to hear from you

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work.

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