Specialist, Sales Enablement & Quality Assurance

ROLE AND RESPONSIBILITIES

The Sales Enablement & Quality Assurance Specialist will serve as the operational backbone of the Nigeria Relationship Management team. 

The role is responsible for ensuring sales processes, lead allocation, reporting, quality assurance, and performance monitoring are executed effectively to enable team success. 

The successful candidate will work closely with the Training & Relationship Manager to provide visibility into team performance, ensure leads are distributed appropriately, maintain accurate reporting, identify performance risks, and support continuous operational improvement. 

This role incorporates key elements of sales enablement, sales operations, reporting, process optimization, and quality assurance. It draws on many of the Sales Enablement responsibilities already established within the organization, particularly around reporting, process improvement, documentation, communication, and analytics. 
 

Key Responsibilities 

• Manage the allocation and distribution of leads to Relationship Managers.  

• Ensure fair, accurate and timely assignment of opportunities.  

• Monitor lead utilization and identify inactive or neglected leads.  

• Support the implementation and maintenance of sales processes and workflows.  

• Ensure Relationship Managers have access to the tools, systems, information, and resources required to perform effectively.  

• Maintain operational documentation, process guides, and workflow instructions.  

• Help minimise administrative tasks performed by Relationship Managers, allowing them to focus on client acquisition and activation activities.  

• Support the implementation of sales incentive, recognition, and performance programs. 

Performance Reporting & Analytics 

• Produce daily, weekly, and monthly performance reports. 

• Maintain dashboards tracking:  
  Lead assignments 
  First-Time Deposits (FTDs) 
  Activations 
  Deposit performance 
  Conversion rates 
  Individual and team productivity 

• Analyse commercial and performance data to identify trends and opportunities for improvement. 

• Highlight performance gaps and operational bottlenecks to management. 

• Prepare management reports and presentations for leadership review. 

• Support forecasting and capacity planning activities.  

Quality Assurance 

• Conduct quality reviews of Relationship Manager activities. 

• Monitor adherence to company policies, procedures, and regulatory requirements. 

• Verify the quality and validity of acquired clients and activations. 

• Identify suspicious, duplicate, fraudulent, or low-quality activity. 

• Review CRM activity and engagement levels to ensure appropriate effort and follow-up. 

• Escalate quality concerns and compliance issues to the Training & Relationship Manager. 

• Support corrective actions and process improvements based on QA findings. 

Team Monitoring & Performance Support 

• Monitor daily sales activity levels. 

• Track key productivity indicators including:  
  Calls made 
  Leads contacted 
  Follow-up activity 
  FTDs generated 
  Activations achieved 

• Alert management when performance indicators suggest:  
  Reduced productivity 
  Lack of engagement 
  Decreasing conversion rates 
  Declining activity levels 

• Support coaching initiatives by identifying specific development opportunities through performance data. 

Key Performance Indicators (KPIs) 

The role will be measured on: 

• Accuracy and timeliness of reporting 

• Lead assignment efficiency 

• CRM data quality 

• Reporting and dashboard utilisation 

• Quality assurance compliance scores 

• Reduction of invalid or low-quality activations 

• Identification and escalation of performance risks 

• Operational process improvement initiatives delivered 

• Stakeholder satisfaction