Description:
Position Purpose:
The Conversion Quality Specialist plays a critical role in uncovering lost sales opportunities and improving conversion rates by analyzing sales calls that did not result in a close. This position bridges the gap between missed potential and future success through actionable insights, performance feedback, and data-driven trends.
Key Duties and Responsibilities:
1. Call Quality Evaluation
Review and assess unsuccessful sales calls using predefined QA scorecards and criteria.
Evaluate agent adherence to sales structure, tone, compliance, objection handling, and closing techniques.
Identify whether missed conversions were due to controllable factors (skill, approach, effort) or external factors (lead quality, affordability).
2. Performance Analysis
Compile call audit data to highlight common patterns, gaps, and root causes behind failed sales attempts.
Generate weekly and monthly reports summarizing team and individual trends in lost sales.
Benchmark against top-performing calls to create comparative insights
3. Sales Coaching Support
Collaborate with sales team leaders and trainers to integrate QA insights into individual and group coaching sessions.
Recommend specific areas of improvement for agents based on audit findings.
Help refine sales talk tracks, objection handling techniques, and closing prompts based on observed call behavior.
Requirements:
- Quality Assurance: 2 to 3 years
- Sales Rep: 2 to 3 years
-
Matric (Grade 12) is essential.
-
A minimum of 2 years' experience in a Quality Assurance or similar role within a call centre or financial services environment.
-
Strong analytical and reporting skills.
-
Sound understanding of compliance, customer service standards, and process audits.
-
Excellent verbal and written communication skills.
-
High level of attention to detail and accuracy.
-
Ability to work independently and manage time effectively.
-
Proficient in Microsoft Office (Word, Excel, Outlook).
-
Exposure to CRM, QA, or call recording software will be advantageous.
-
Matric (Grade 12) is essential.
-
A minimum of 2 years' experience in a Quality Assurance or similar role within a call centre or financial services environment.
-
Strong analytical and reporting skills.
-
Sound understanding of compliance, customer service standards, and process audits.
-
Excellent verbal and written communication skills.
-
High level of attention to detail and accuracy.
-
Ability to work independently and manage time effectively.
-
Proficient in Microsoft Office (Word, Excel, Outlook).
-
Exposure to CRM, QA, or call recording software will be advantageous.