Assistant Manager - Quality

Assistant Manager - Quality
Bangalore, UNext Learning Pvt. Ltd. - Business Development - Business Excellence - Training and Quality - Quality

EXPERTISE AND QUALIFICATIONS

WORK RELATIONS Main interfaces- with whom one has regular contact in carrying out ones duties (whom one reports to direct & functional and to whom one has interface within and outside the organization?

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 feedbacks 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 counsellor’s 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