Assistant Manager Quality

Call Monitoring

• Conducting quality checks as per defined guidelines via random audits on sales calls, Chats & CRM audits

• Meeting the monthly Assigned Number of audits

• Follow up not done /Task not created/Invalid lead lost feedback is highlighted to counsellor & supervisor on real time

• Mock Calls for New counsellors as a part of onboarding Feedback Closure

• Ensuring 100% closure of feedback with counsellors and their supervisors Training Need Identification

• Identifying gaps while auditing, sharing feedback with the team for conducting refresher sessions with counsellors Quality Reports & Documentation

• Counsellor wise Productivity Tracker

• Generate timely and accurate reports

• Lead lost data

• Preparing/updating product Ready Reckoners & Test Questions

• Sharing Monthly Talk time achievement Certificates with counsellors

Key Success Factor

• Timely monitoring and Feedback to all agents and their managers

• Improvement of Quality scores of sales counsellors post feedback

Qualification and Experience

• Bachelor's Degree, or the equivalent combination of education, professional training, and related work experience of at least 3-4 years

• Post-graduation is preferred Skills and Knowledge and Competencies • MS-Office

• Working knowledge of any CRM

• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.

• Knowledge of various sales metrics