AVP- Quality Head- Telesales

We are looking for a Quality Head / Chief Manager with a proven track record in the BPO industry, specifically in telesales and online sales. The ideal candidate will have a minimum of 10 years of quality exposure in the BPO space and at least 6-7 years of experience managing or heading a quality function. This role is critical in ensuring that our sales processes are efficient, effective, and consistently meet the highest quality standards.

Key Responsibilities :

• Lead and manage the quality function for our telesales and online sales units.
• Develop and implement comprehensive quality assurance policies and procedures.
• Monitor and evaluate the performance of telesales and online sales teams to ensure adherence to quality standards.
• Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.
• Collaborate with operations and training teams to design and deliver effective training programs that enhance quality and performance.
• Analyze quality metrics and generate reports for senior management, providing insights and recommendations for continuous improvement.
• Stay updated with industry best practices and incorporate them into the quality management framework.
• Foster a culture of quality and continuous improvement within the organization.

Qualifications :

Preferred Skills :

Skills Required

excel dashboards , Power Bi, Iso, Tableau, Six Sigma, Crm Systems, COPC