Associate Manager - Sales Quality

Associate Manager - Sales Quality

Role Purpose:

To lead the execution of sales audit projects and mentor a team of Sales Quality Analysts, ensuring the meticulous application of quality standards and contributing key insights to the development of our AI-powered auditing platform.

About the Role:

Associate Manager - Sales Quality

Key Responsibilities:

• Project Leadership:

  Take ownership of end-to-end sales audit projects. This includes developing audit plans, overseeing the execution of call audits, and ensuring timely delivery of high-quality reports.

• Team Guidance & Mentorship:

  Act as a mentor and direct point of contact for a small team of Sales Quality Analysts. Provide hands-on training, feedback, and support to ensure their professional growth and development.

• Meticulous Call Auditing:

  Meticulously listen to and audit a significant volume of recorded sales calls, maintaining the gold standard for quality and compliance.

• Stakeholder & Product Collaboration:

  Act as the primary liaison between the Sales Quality team and key stakeholders, including Sales Leadership and Product Management. Translate quality insights into clear requirements and feedback for the AI tool's development.

• Operational Excellence:

  Ensure the efficient and accurate execution of the team's daily, weekly, and monthly audit targets. Drive the transition from a manual to a semi-automated, AI-supervised auditing process.

• Data-Driven Insights:

  Analyze audit data and scores to identify trends, pinpoint areas for agent improvement, and provide strategic insights to the Manager.

• AI Tool Development:

  Serve as a key Subject Matter Expert (SME) for the Product team. Provide structured feedback, real-world examples, and nuanced insights to help train and refine the AI auditing tool.

• Process Excellence:

  Contribute to the continuous refinement of the quality scorecard and auditing framework to ensure it aligns with evolving business goals.

What We're Looking For:

• 2+ years of experience in a sales/pre-sales quality assurance, contact center quality auditing, or a similar role.
• Proven experience in a team lead or senior analyst role, with a track record of mentoring junior team members.
• Exceptional attention to detail and a highly analytical mindset. You should be able to identify subtle details in a conversation and connect them to larger trends.
• Strong communication and collaboration skills to effectively work with both your team and cross-functional stakeholders.
• A deep curiosity and passion for leveraging technology and AI to drive operational efficiency.

Other Work Profile:

• Working Days:

  6 (Sunday Off)

• Work Mode:

  Work-from-Office, Hyderabad

• Compensation:

  As per industry standards