Sales Development Specialist

Position Summary: 

The Sales Development Specialist plays a critical role in driving conversion rate improvements and overall sales effectiveness within the intake organization. This position evaluates agent interactions through structured call scoring, identifies performance trends, and delivers targeted development feedback designed to strengthen sales skills, deepen subject matter knowledge, and enhance the customer experience. 

By combining analytical rigor with strong development and communication skills, the Sales Development Specialist helps agents translate missed opportunities into actionable insights that improve conversion rates, total signups, and customer satisfaction. 

This role collaborates closely with Training to document effective sales strategies, best practices, and subject matter expertise to support ongoing agent development. Through this partnership, the Sales Development Specialist helps ensure sales insights are captured in the organization's Knowledge Base and Learning Management System and are directly connected to operational strategy and continuous performance improvement. 

This is a full-time, in-person position in our Birmingham, Alabama, office.

Key Responsibilities:

Sales Performance Evaluation 

• Conduct structured evaluations of agent calls using established quality scoring frameworks. 

• Analyze call interactions to assess sales effectiveness, subject matter knowledge, and customer experience. 

• Identify performance trends, strengths, and opportunities across individuals and teams. 

Agent Development 

• Provide targeted, actionable feedback designed to improve agent sales skills, objection handling, and subject matter knowledge. 

• Support agents in translating quality insights into measurable performance improvements. 

• Reinforce best practices that drive higher conversion rates and improved customer experience. 

Performance Insights & Reporting 

• Monitor key performance indicators including conversion rate, total signups, and quality scores. 

• Identify trends and patterns that impact sales outcomes. 

• Provide regular insights and recommendations to leadership to support performance optimization. 

Cross-Functional Partnership 

• Collaborate closely with Leadership, Training, and Operations to align quality insights with business objectives. 

• Partner with Training to document effective sales strategies, best practices, and subject matter knowledge within the Knowledge Base and Learning Management System. 

• Support training initiatives by identifying knowledge gaps and opportunities for skill development. 

• Contribute to the continuous improvement of evaluation frameworks and performance strategies. 

Qualifications:

Experience 

• 5+ years experience in sales quality assurance, sales performance management, call center sales, or sales operations. 

• Proven experience evaluating customer interactions or providing performance feedback within a sales environment. 

Skills 

• Strong analytical and performance evaluation skills. 

• Deep understanding of sales processes and conversion drivers. 

• Ability to translate performance feedback into actionable improvement strategies. 

• Excellent communication and interpersonal skills. 

• Strong attention to detail and objective evaluation ability. 

Preferred 

• Experience in intake operations, contact center sales, or legal intake environments. 

• Experience working with call scoring frameworks or QA platforms.