Assistant Manager - Quality Analyst

Job Description :- Assistant Manager Quality

WORK RELATIONS

• Main interfaces- with whom one has regular contact in carrying out one’s 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