Job Description
The Quality Control (QC) for Sales is responsible for mitigating business and customer risk by owning regional quality control operations across call monitoring, call scorecards (AI + manual), and escalation coordination. This role partners closely with Sales Management, Sales Enablement, and Quality Improvement Leads to identify performance gaps for high risk populations and drive timely resolution of high‑risk issues surfaced through customer interactions.
Key Responsibilities
Escalation & Risk Coordination
- Own the regional escalation framework and intake process: identification, review, prioritization and stakeholder mapping.
- Coordinate stakeholders for timely completion of escalation resolution and documentation.
- Maintain escalation documentation and ensure compliance with internal processes.
High‑Risk Auditing
- Manually audit recorded calls for targeted cohorts (e.g., low‑per...