DTV SALES QA Analytics Manager

Direct all quality assurance activities to ensure the highest level of sales effectiveness and product knowledge for team members of the DIRECTV Direct Sales program. Develop quality assurance representatives to ensure highest levels of competency in call assessment, sales effectiveness analysis and identification of trends.  Provide feedback and consultative approach on how quality improvements can maximize sales.  Manage all quality reporting requirements for client, program and corporation

 

Job Responsibilities

Direct activities of centralized Quality Assurance organization responsible for multiple locations.

? Provide timely feedback on effectiveness of new sales initiatives and contact center trends

? Develop analytical reporting to demonstrate quality performance and prospect response by media type.

? Daily reporting of contact center quality success/opportunity.

? Identify Voice of the Customer feedback.

? Evaluate and delegate work assignments of staff as necessary and monitor scope of work.

? Complete performance evaluations for staff and recommend increases or advancement.

? Support sales operations team.

? Consult with operations to assess and evaluate calibration sessions and monitoring sessions, etc.

? Manage QA equipment and supplies to ensure budgetary compliance.

? Manage staffing needs and ensure ratios are maintained to provide effective operational performance.

? Participate in on-site client review meetings including the development of individualized quality assurance.

? Conduct internal calibration sessions to ensure program compliance and balance.

? Maintain positive, consistent and effective communication with staff, peers and senior management.

 

Required Experience and Qualification

 

Educational Requirements:

Four year degree or eight years experience in quality assurance with emphasis on sales.  Minimum experience required is four years of professional sales experience preferably in a Direct Sales environment with various marketing mediums driving prospect response. 

 

Professional Experience / Qualifications:

Quality process design, trending and analytics experience as well as telemarketing or telephone service experience.  Preferred experience of 2-5 years with NICE monitoring software.  Management experience over large groups of 5 to 10 years. Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills. Demonstrated strong quality assurance background in sales environment to ensure corporate and legal conformance and procedural compliance.

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