Sales Quality Specialist

Job Description

• Monitor and evaluate sales team activities, customer interactions, and overall sales performance.

• Review sales calls, chats, CRM records, and other sales activities to ensure quality standards.

• Analyze sales performance, identify gaps, and determine root causes of recurring issues.

• Recommend improvements to sales practices, productivity, and team effectiveness.

• Monitor improvement initiatives and track their progress.

• Identify best sales practices and implement them across teams.

• Collaborate with Sales Managers and Learning & Development to support coaching and training initiatives.

• Develop and maintain sales quality standards, evaluation frameworks, and performance reports.

• Provide regular insights and recommendations to management to improve sales performance and processes.

Job Requirements

• Bachelor’s degree in Business Administration, Management, Marketing, or a related field.

• Minimum 2–3 years of experience in sales quality assurance, sales operations, performance analysis, or a related role.

• Experience in financial services or call center operations is preferred.

• Strong analytical, problem-solving, and critical-thinking skills.

• Good understanding of sales processes, customer engagement, lead management, sales KPIs, and conversion rates.

• Experience monitoring sales calls, chats, CRM records, or other customer interactions.

• Ability to identify performance gaps and develop practical improvement recommendations.

• Strong communication and collaboration skills, with the ability to provide constructive feedback.

• Proficient in Microsoft Excel, PowerPoint, and CRM systems; BI or data visualization skills are an advantage.

• Good command of English and Bahasa Indonesia, both written and spoken. Chinese-speaking proficiency is preferred.

• Detail-oriented, objective, proactive, and results-driven.

• Experience with sales quality audits, call monitoring, quality scorecards, coaching methodologies, or performance improvement plans is an advantage