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Assistant Manager - Quality

ConfidentialIndia

9 days ago

Job description

Objective :

The objective of the position is to facilitate Advisor productivity within the organization through Best-in-Class Call Audits, Audit Documentation & feedback, to assist with enhancement in advisor conversation quality

Roles and Responsibilities :

Quality Audit professional with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits.
Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
Provide detailed feedback and recommendations to Outreach Advisors for continuous improvement.
Document call assessments, identify trends, and report on key performance indicators (KPIs).
Collaborate with the training team to develop coaching programs based on audit findings.
Assist in creating and updating quality guidelines and performance criteria.
Ensure compliance with company policies, procedures, and relevant regulations.
Work with management to identify areas for process optimization and improved customer interactions.

Parameters key to the successof this positionare :

Bachelor's degree or equivalent experience in a relevant field.

Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.

Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations.

Excellent analytical and observation skills.

Effective communication and feedback delivery.

Proficiency in using call monitoring tools and CRM software.

Familiarity with EdTech industry standards is a plus.

Key Skills : Call Quality Audit

Consultative Sales Process Knowledge

Delivering Feedback

Critical thinking

Coach & develop teams

Growth mindset

Conflict resolution

Decision Making

Technical :

MS Office applications like Excel, Powerpoint, Planner, etc.

Reporting skills for formulating and basic automation, trend analysis using Excel

Working knowledge of any tools / applications to implement instructional design process – preferred

Working Knowledge of Salesforce is an added plus

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Skills Required

Salesforce, Reporting Skills, crm software

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Manager Quality • India