Quality Assurance and Training Co-Ordinator
(Wine Jobs:
Management & Administration)
Full Time
Wine Selectors
Newcastle, Maitland & Hunter,
NSW
At Wine Selectors, we believe wine is one of life’s greatest pleasures; and Australian wine is something that should be celebrated. That’s why for over 40 years we have provided 200,000 wine lovers the opportunity to experience diverse Australian treasures in the comfort of their own home. Selected by our expert tasting panel, these quality wines offer an exclusive journey of discovery suited to all palates, and allow our members to enjoy the lifestyle that is Australian wine.
Our Sales Teams are pivotal in engaging with our Members and potential Members; and it is for this reason that we aim to provide continuous support, coaching, and development opportunities to all of our employees. Striving for success, we constantly search for opportunities to improve our tools, training, systems, and processes. To assist with this, we are currently looking for a Quality Assurance and Training Co-Ordinator.
Reporting to the Contact Centre Manager, the successful candidate will work within the Leadership Team and will have a strong understanding of the multiple Teams within our Contact Centre.
Key Responsibilities
- Listening to calls to ensure high standards of prospect / member experience are upheld and continually improved
- Ensuring conversations are following the sales model of the respective team / campaign
- Identify and report on missed sales opportunities
- Identify and report on incorrect process handling
- Present tactics to improve the members overall experience, the quality of conversation, and sales performance
- Use current KPI’s and call recordings to identify the root cause of performance gaps of teams / individuals and present a corrective strategy
- Maintain and update all internal Sales Model documents
- Maintain and update all self-evaluation forms and coaching documents
- Work with the Leadership Team to keep clear and comprehensive records on each employee’s file
- Develop training based on QA findings, including strategies that can be implemented to correct performance gaps
- Train employees in a way that is positive, engaging and all individuals are active participants in the learning process
- Provide consistent and reliable support to front line employees and the Leadership Team
The successful candidate must possess:
- Strong sales skills, and an understanding of sales models
- Experience in sales training development and delivery
- Excellent written and verbal communication skills
- Ability to work unsupervised and to deadlines
- Produce professionally written documents
- Present trends and suggestions to the leadership team
- Advanced computer skills with developed skill set in Microsoft office programs
- Interest and ability to learn and navigate backend IPSCAPE program
- Extremely high degree of integrity and confidentiality
