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Job Purpose
The Sales Quality Assurance Analyst plays a critical role in supporting the Sales desk by evaluating, assessing, and analyzing internal sales associate interactions and activities to drive continuous improvement in sales effectiveness, professionalism, and advisor experience. The Analyst partners closely with the Distribution Training & Development team and Sales Desk leadership to ensure consistent evaluation standards and skill progression tracking and serves as a key enabler of individual and team performance through structured quality frameworks, analytics, and continuous feedback loops. The Sales Quality Assurance Analyst reports directly to the Manager of Sales Coaching & Quality Assurance.
Essential Responsibilities
- Monitors, reviews, and evaluates internal sales associate interactions through varying channels such as telephone calls, virtual meetings, and emails to assess quality, effectiveness, compliance, and adherence to company standards.
- Identifies associates’ strengths and opportunities for improvement and provides feedback and recommendations as needed.
- Prepares technical reports and develops graphs and charts to represent data using various software platforms accurately and succinctly for various business units.
- Collaborates with the Distribution Training & Development team, the Manager of Sales Coaching & Quality Assurance, Compliance, and leadership to align quality insights with broader initiatives.
- Curates exemplary and developmental call, meeting, and email samples to support onboarding, skill reinforcement, and advanced coaching.
- Conducts one-on-one and small group coaching sessions with sales associates to provide feedback and support related to quality and sales effectiveness for phone conversations, emails, and general advisor experience.
- Generates job resources and training materials which may include quality and procedural tips and reminders.
- Documents and tracks individual sales associate skill progression over time, including mastery of defined competencies and behavioral improvements.
- Participates in and facilitates calibration sessions with the Manager, Sales Coaching & Quality Assurance, Sales Trainers, and Sales Desk leadership to ensure consistency, fairness, and alignment in scoring and evaluation standards.
- Builds, maintains, and governs a centralized call and interaction library to support training, coaching, and best-practice sharing.
- Partners with the Manager, Sales Coaching & Quality Assurance and Desk Directors to develop and execute individual coaching plans for associates who are not meeting or struggling with quality standards.
- Performs statistical analysis of data to determine effectiveness of advisor interactions and adherence to processes/procedures.
- Responsible for running and delivering reports on a daily, weekly, and monthly basis as needed.
Other Duties
- Supports troubleshooting and coordination related to call recording, evaluation, or quality monitoring tools as needed.
- Partners with cross-functional departments throughout Jackson to support targeted analysis related to sales performance and advisor interactions and experiences.
- Assists with special projects and seasonal initiatives within the Distribution Training & Development team.
- Performs other duties and/or projects as assigned.
Knowledge, Skills and Abilities
- Clear understanding of consultative sales practices and communication techniques.
- Ability to work both independently and collaboratively in a team-oriented environment with strong self-motivation skills.
- Strong interpersonal skills with a demonstrated ability to objectively evaluate sales interactions and deliver constructive, actionable feedback.
- Strong verbal and written communication skills with the ability to communicate effectively with all levels of the organization.
- Strong collaboration and influencing skills with the ability to build effective partnerships with stakeholders.
- Ability to coach associates at various levels to recommend/discuss quality issues.
- Strong knowledge of Jackson’s product lines, services, systems, and platforms.
- Ability to use intermediate mathematics/statistics to analyze and illustrate performance.
- Strong knowledge of Microsoft Office applications.
- Strong time management and prioritization skills with an ability balance competing priorities and varied work tasks.
- Strong attention to detail with a high-level of accuracy.
- Demonstrated ability to maintain confidentiality.
- Must be able to accept and implement change continuously.
- Exhibits strong interpersonal skills with individuals at all levels within the organization.
Qualifications
Bachelor's Degree or equivalent work experience required.
1+ years of sales experience required.
Experience auditing sales-related conversations for effectiveness and quality preferred.
Knowledge of multiple product lines preferred.
Education and/or experience with statistical analysis, business modeling, forecasting, and/or simulation methods preferred.
Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.
