Call Quality Analyst - Sales

Job Description

Company Description: University Living is a global student housing platform that offers over 2 million beds across 65,000 properties in 515 international education hubs, including the UK, USA, Canada, Australia, and beyond. Since its inception in 2015, the company has helped over 2 million students from 1,000 universities find affordable and quality accommodation tailored to their preferences. Recognized for its innovative solutions, University Living has received multiple prestigious awards, including Best PropTech Solution and SaaS Startup of the Year. Beyond student housing, the company provides value-added services and a Property Management System to support accommodation partners. University Living operates as a technology-enabled solution with a mission to transform student living globally. Key Responsibilities: Sales Quality Monitoring: Evaluate and monitor sales calls, meetings, and communications to ensure compliance with company policies, best practices, and quality standards.. Coaching & Training: Provide ongoing coaching and feedback to sales representatives to improve sales skills, customer service quality, and adherence to process. Conduct regular training sessions to ensure the team stays up-to-date on best practices and quality guidelines. Performance Analysis & Reporting: Analyze sales performance metrics, customer interactions, and data to identify trends, issues, and areas for improvement. Provide regular reports and actionable insights to management. Complaint Resolution & Escalation: Monitor and address customer complaints related to sales processes or interactions, ensuring appropriate resolution and follow-up. Compliance & Best Practices: Ensure that the sales team adheres to company policies, industry regulations, and compliance standards. Maintain high levels of integrity and professionalism within the sales process. Required Experience: 1-3 years of experience in sales quality (Call Audits). Proven track record of managing and improving sales performance and quality in a fast-paced, target-driven environment.