Assistant Manager - Quality

Objective:

The objective of the position is to facilitate Advisor productivity within the organization through Best-in-Class Call Audits, Audit Documentation & feedback, to assist with enhancement in advisor conversation quality

Roles and Responsibilities:

• ·Quality Audit professional with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits.
• Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
• Provide detailed feedback and recommendations to Outreach Advisors for continuous improvement.
• Document call assessments, identify trends, and report on key performance indicators (KPIs).
• Collaborate with the training team to develop coaching programs based on audit findings.
• Assist in creating and updating quality guidelines and performance criteria.
• Ensure compliance with company policies, procedures, and relevant regulations.
• Work with management to identify areas for process optimization and improved customer interactions.

Parameters key to the successof this positionare:

• Bachelor’s degree or equivalent experience in a relevant field.
• Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
• Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations.
• Excellent analytical and observation skills.
• Effective communication and feedback delivery.
• Proficiency in using call monitoring tools and CRM software.

Familiarity with EdTech industry standards is a plus.

Key Skills:

Call Quality Audit

· Consultative Sales Process Knowledge

· Delivering Feedback

· Critical thinking

· Coach & develop teams

· Growth mindset

· Conflict resolution

· Decision Making

Technical:

MS Office applications like Excel, Powerpoint, Planner, etc.

· Reporting skills for formulating and basic automation, trend analysis using Excel

· Working knowledge of any tools/applications to implement instructional design process – preferred

· Working Knowledge of Salesforce is an added plus