The Direct Sales Monitoring Specialist is responsible for overseeing the quality of outsourced direct sales activities, ensuring excellent service and adherence to company standards. This role involves monitoring inbound and outbound customer communication, providing immediate and constructive feedback to the external sales team, and ensuring that commitments made to customers, such as follow-up calls, are fulfilled. Let’s look at some key responsibilities: What problems will they solve? What are they accountable for? Reviewing and evaluating the interaction quality of our outsource staff. This monitoring ensures all customer communication meets our company’s high standards. As a Direct Sales Monitoring Specialist, you'll evaluate calls to identify performance trends, suggest improvement areas, and recommend solutions to existing issues, ultimately aiming to enhance call quality and customer satisfaction. By analysing qualitative data from customer interactions, you will provide insights to inform business policies, procedures, and control effectiveness. Detailed reporting on defects and opportunities within the outsourced direct sales activities is a key element of this role, with a focus on alignment with the current framework. Along with coordinating closely with the outsourced sales team and your direct leader, you are expected to develop strategic programmes. These programmes aim to identify opportunities that increase compliance, enhance conduct awareness, and reduce defect rates. Ensuring that all processes, procedures, and methods used by our offshore customer teams are compliant with relevant geographic legislation, properly documented, and consistently followed is an important part of your day-to-day duties. Ideally, we're looking for the following: Let’s look at you: Excellent communication skills: The ability to communicate effectively with external sales teams and provide constructive feedback is crucial for this role. Problem-solving skills: The role requires an individual who can identify issues and recommend appropriate solutions to enhance call quality and customer satisfaction. Adaptability: Willingness to take on additional tasks to demonstrate a comprehensive skill set within the company. Customer service orientation: Exceptional commitment to quality and a strong focus on customer satisfaction. Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you! Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave Yearly salary reviews. Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both. We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.