Call Coach / Quality Analyst (Sales Call Audit)

ORGANIZATIONAL CONTEXT

Company Name – CIMET

CIMET – A Comparison Software Leade

Website – www.cimet.com.au

Product Link – https://www.econnex.com.au/

LinkedIn – https://www.linkedin.com/company/cimet/about

CIMET currently provides end-to-end comparison and switching of Energy, Telco, Credit Cards, Personal Loans, and Residential Solar Plans through its online platform in a B2B and B2C environment. It presently caters to various Brands/Providers and has several Partners. This portfolio will further expand over the next 18 months across financial services (loans and insurance products).

The online comparison market is extremely crowded in Australia, with most comparators providing a light-touch directory solution. CIMET saw this as an opportunity and developed a fully integrated online comparison and signup platform in 2017. Today, CIMET has around 220 resources across Australia, India, and the Philippines, and has grown to a topline of $25 million in FY2025. We have plans to list CIMET by 2030 and grow the company to a $1 bn enterprise.

We are ISO 27001 certified, an ACL license holder, and have been recognized in the AFR Fast 100 and Deloitte Fast 50.

PURPOSE OF THE POSITION

We are seeking an experienced and performance-driven Call Coach / Quality Analyst to support and enhance the effectiveness of our outbound international sales team. The ideal candidate will have strong expertise in call evaluation, sales coaching, objection handling frameworks, and performance improvement strategies within a high-volume outbound sales environment.

This role is critical in driving conversion rates, improving call quality, and strengthening sales communication skills.

KEY ACCOUNTABILITIES

• Monitor and evaluate outbound sales calls against defined quality parameters.
• Provide structured, actionable feedback to agents and team leaders.
• Conduct one-on-one coaching sessions to improve sales pitch, objection handling, and closing techniques.
• Identify recurring call gaps and recommend process improvements.
• Analyze performance metrics such as:

1. Conversion rate
2. Talk time
3. Objection trends
4. Call flow adherence
5. Compliance standards

• Develop and update call evaluation scorecards and quality frameworks.
• Conduct calibration sessions with sales leaders to maintain scoring consistency.
• Support new hire training by identifying skill gaps and contributing to training modules.
• Track coaching effectiveness and demonstrate measurable improvements in sales performance.
• Ensure compliance with international calling standards and regulations.

YOUR SKILLS AND EXPERIENCE

• Minimum 2 years’ experience as a Call Coach / Quality Analyst in an international outbound sales process.
• Strong exposure to outbound sales campaigns (telecom, broadband, utilities, insurance, etc.).
• Proven track record of improving sales conversion rates through coaching.
• Experience working with performance dashboards and QA tools.
• Familiarity with CRM systems and call recording platforms.

REQUIRED SKILL SET AND COMPETENCIES

Technical Skills

• Strong understanding of outbound sales call structure.
• Expertise in objection handling and rebuttal refinement.
• Ability to analyse call recordings and identify performance gaps.
• Data-driven mindset with strong analytical skills.
• Knowledge of sales psychology and persuasion techniques.

Coaching & Behavioural Skills

• Strong communication and feedback delivery skills.
• Ability to coach underperformers without demotivating them.
• High attention to detail.
• Strong listening and evaluation capability.
• Ability to influence and collaborate with operations to drive sales

Soft Skills

• High emotional intelligence.
• Results-oriented mindset.
• Ability to work in a target-driven environment.
• Strong time management and organizational skills.
• Confidence in conducting group training sessions.

Key Performance Indicators (KPIs)

• Improvement in sales conversion rate
• Reduction in critical quality errors
• Coaching effectiveness score
• Agent performance uplift post-coaching
• Calibration accuracy

CHALLENGES OF THE POSITION

WHY JOIN US?

• Opportunity to be part of a rapidly growing, innovative product-based company.
• Collaborate with a talented, driven team focused on building high-quality software solutions.
• Competitive compensation and benefits package.

AUTHORISATION OF ROLE DESCRIPTION