Bilingual Sales Call Quality Analyst (Remote)

Consumer Safety Technology (CST) and our family of brands have helped millions of individuals to live and drive responsibly. We provide products and services to consumers and program monitoring authorities to effectively deter impaired driving and support individuals as they navigate the license restoration process. We are the largest provider of Ignition Interlock Devices (IIDs) in the United States and the only company working to assist individuals in successfully navigating the often daunting DUI process.

We hire people who we expect will produce exceptional results, deliver amazing service to our clients including customers, attorneys, state associations and more, and inspire positive change within the company.

Job Purpose:

The Quality Assurance analyst will be responsible for reviewing and evaluating Sales Calls and agent metric data to ensure adherence to the company's call flow and sales policies, focusing on sales behavior and ethics adherence. They will also be detail oriented and fluent in both English and Spanish so as to be able to assist supervisors in coaching to non English calls.

Call Monitoring and Evaluation:
Conduct real-time and recorded monitoring of Sales Calls in both Spanish and English.
Evaluate phone, email, and text interactions for adherence to the company's call flow, sales scripts, and compliance standards.
Identify deviations from acceptable behavior and policy violations.

Data Analysis:
Review and analyze individual and team KPI's as well as feedback from other departments to assess performance and compliance with sales behaviors to inform which interactions to monitor and submit coaching for.
Identify trends and patterns to recommend areas for improvement.

Feedback and Reporting:
Provide constructive feedback to sales supervisors and recommend targeted training and development initiatives.
Prepare and submit detailed reports and coaching documents on Call Quality, compliance issues, and agent performance.

Training and Development:
Collaborate with the training department to develop and update training materials based on quality assurance findings.
Conduct refresher training sessions focusing on identified areas of improvement.

Ethics and Compliance:
Ensure sales agents adhere to ethical standards and comply with company policies, industry regulations, and legal requirements.
Participate in the development and updating of ethics and compliance policies and procedures.

Sales Mastery Qualification & Assessment Program:
Actively participate in the implementation of the Sales Mastery Qualification & Assessment Program during new hire classes.
Administer assessments and testing to qualify new agents, ensuring their readiness to work on the sales floor and handle leads.
Collaborate with the training department to ensure that the program is aligned with the company’s call flow and sales policies.
Provide support and feedback to new hires during the qualification process, addressing any areas of improvement and ensuring a smooth transition to the sales floor.
Continuously review and recommend enhancements to the Sales Mastery Qualification & Assessment Program to maintain its effectiveness and relevance.

Job Requirements:

Fluent in both Spanish and English (Written and Verbal).
Proven experience in a Quality Assurance role, preferably in a call center environment.
Strong analytical and problem-solving skills.
Proficient in Microsoft Office Suite, coaching software, and call recording software.
Excellent communication and interpersonal skills.
Ability to work independently and collaboratively within a team.
Strong attention to detail and organizational skills.
Knowledge of call center operations and sales principles.

Compensation: $50,000.00 per year

Shift: Monday-Friday, 10am-6:30pm Central Time

Equal Opportunity Employer It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants on the basis of individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• No nights
• No weekends

Travel requirement:

• No travel

Work Location: Remote