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Telesales Quality Specialist

Summary:

This role is responsible for the delivery of enrollments resulting from sales made through acquisition channels and is a critical component of the front line Direct Energy Residential Sales Quality Program. Strong emphasis will be placed on the quality of the sales enrollment to ensure adherence to region/state-level Public Utility Commission customer protection rules and the Direct Energy Residential Sales Quality Program standards and enrollment practices. This position will interface with various business units including, but is not limited to interacting with internal and external telesales call centers, sales channel management, pricing, operations and fulfillment staff. This position will facilitate the enrollment process from sales vendor through successful entry into the CRM system. There will be a strong focus on the quality of the sales that are processed and also on identifying opportunities to improve processes and productivity. This position will be located in Houston, Texas.

Responsibilities:

  • Be a visible role model of Direct Energy leadership values, skills and integrity.

  • Act as custodian of the DE Sales Quality Program

  • Works directly with business partners and sales vendors to drive continuity of the DE Sales Quality Program across all vendors/regions.

  • Adherence to company Sales Quality Program workflows and quality processes that support regional and state-level Public Utility customer protection rules.

  • Review sales vendor audio files using Company Sales Quality Scoring Form to validate that sales enrollment and customer experience standards are met and work to continuously improve and re-define these standards and processes to create a more positive customer experience that delivers our brand values.

  • Conduct live listening sessions with sales agents/vendors as required

  • Provide feedback to business partners and management that will ensure that we are using all possible sales techniques to maximize our net sales.

  • Complete reporting on quality trends and issues.

  • Perform certification calls for new agents.

  • Lead calibration sessions with vendors and sales managers

  • Ensure script adherence by agents/vendors.

  • Occasional travel to provide on-site Sales Quality support to front-line vendor call centers.

  • Maintain a high performance culture with partners based on coaching, managing commitments and delivering results.

  • Demonstrate a commitment to continuous improvement through sharing of best practices across the entire Direct Energy sales organization.

  • Support all North American sales teams as required.

  • Develop strong working relationships with business partners across Direct Energy.

Skills & Qualifications:

  • Bachelor’s degree preferred.

  • Excellent written and verbal communication skills

  • Ability to work in a team environment and handle change without issue

  • Outstanding process management and project management skills

  • Ability to manage multiple priorities in a fast paced environment

  • Demonstrated experience with Microsoft Office

  • Proven analytical and problem-solving skills

  • Bilingual Spanish

  • Knowledge of retail energy industry is an asset

  • Sales & training background is an asset

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