Job Description

JOB SUMMARY

This position is mainly responsible for the comprehensive quality inspection and monitoring of the sales team in the call center. Through accurate data evaluation and in-depth analysis, it identifies the strengths and weaknesses in sales communication and uses excellent coaching skills to promote the continuous improvement of the business level of team members. At the same time, it has good cross-departmental cooperation ability to ensure the smooth and efficient operation of the overall business process.

JOB SPECIFIC TASKS

Execution of Quality Inspection for the Sales Team

• Based on the pre-set quality inspection standards and procedures, conduct meticulous examination and evaluation of the sales team's call records, online chat records, etc., to ensure that sales behaviors comply with the company's norms, policies and service quality requirements.
• Focus on key aspects such as the effectiveness of sales talk, the depth of customer need exploration, the precision of product or service recommendation, and the skills of handling objections, accurately identify the problem areas and improvement space in the sales process.
• Regularly generate detailed and in-depth quality inspection reports. Through a combination of data statistics and case analysis, intuitively present the overall performance trend of the sales team, the individual differences among members and the distribution of various problems, providing a strong basis for subsequent coaching and improvement.

Coaching and Team Enhancement

• Based on the quality inspection results, formulate personalized coaching plans for sales team members. According to the characteristics and weak points of different members, design targeted training content and coaching methods to help them quickly improve their sales skills and service quality.
• Adopt diverse coaching forms such as one-on-one tutoring, group training and simulation drills. Deeply analyze sales cases and impart practical communication skills, negotiation strategies and customer relationship maintenance methods to effectively enhance the actual business capabilities of team members.
• Track the coaching effect. Through regular follow-up visits and re-inspections, verify the improvement of team members after coaching, adjust the coaching strategy in a timely manner, form an effective improvement loop and ensure the continuous progress of the overall sales level of the team.

Cross-departmental Collaboration and Communication

• Maintain close and smooth communication with the sales department. Deeply understand the business objectives, work plans and actual needs of the sales team, closely integrate the quality inspection work with the sales business and provide strong support for the improvement of sales performance.
• Cooperate with the training department. According to the common problems and training needs discovered in the quality inspection, jointly design and optimize the sales training curriculum system to ensure the relevance and practicality of the training content and enhance the actual effect of the training on the improvement of the sales team's capabilities.
• Establish an effective communication mechanism with the operation department. Timely share quality inspection information and identified problems and jointly explore solutions to promote the optimization and coordinated development of the company's overall business process.

CANDIDATE PROFILE 

• Have more than 3 years of quality inspection work experience in the call center sales team, be familiar with the sales business process and quality inspection process, and be able to accurately grasp the key quality control points in the sales process.
• Have an in-depth understanding of sales psychology, communication skills and best practices in various sales scenarios, and be able to comprehensively and deeply evaluate and guide sales behaviors from a professional perspective.
• Possess excellent coaching capabilities, be able to quickly formulate practical coaching plans based on quality inspection results, and impart them to team members in a vivid and easy-to-understand manner, inspiring their learning enthusiasm and self-improvement motivation.
• Have good communication skills and interpersonal relationship handling skills, be able to establish trust relationships with sales team members of different personalities and backgrounds, deeply understand their needs and confusions, and provide targeted help and support.
• Be good at summarizing and refining sales experiences and skills, be able to transform complex sales concepts and methods into simple and easy-to-operate steps, and help team members quickly master and apply them in practical work through actual case demonstrations and simulation drills.
• Have a strong team spirit and cross-departmental communication and coordination ability, be able to actively establish good cooperative relationships with other departments and jointly promote the smooth progress of the company's business.
• Possess excellent project management skills and problem-solving skills, be able to clearly define the responsibilities and tasks of all parties in cross-departmental cooperation projects, effectively integrate resources, and timely solve emerging problems and contradictions to ensure the project is completed on time and with high quality.
• Have a keen business insight and a global perspective, be able to understand the importance and necessity of cross-departmental cooperation from the perspective of the company's overall strategy and business process, actively seek innovation points and optimization opportunities for cross-departmental synergy, and create greater value for the company.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Analytical Skills

• Learning

Administration

• Organisation

Interpersonal Skills

• Diversity Relations
• Team Work
• Interpersonal Skills

Communications

• Listening
• Communication
• English Language Proficiency
• Applied Reading

Personal Attributes

• Integrity
• Positive Demeanor
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Presentation

Computer Skills

• Use of computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.