Senior Quality Manager

2 days ago

Delhi, India Convin Full time

Position : Senior Quality Manager


Here’s what you should know about Convin, before you apply :


Convin is an AI-powered conversation intelligence platform that transforms customer-facing

Conversations such as Sales, Support and Collections, into actionable insights–enhancing business outcomes. Convin was founded in 2021 by four IIT-Delhi alumni with one clear vision– to help B2C brands 10X their business output through customer interactions. Enterprises leverage Convin to improve agent performance, enhance customer satisfaction, and elevate their bottom line, making it an indispensable frontline tool.


Who are our clients :

We are already helping the leaders across Health-tech, Ed-tech, Fintech, E-commerce, and consumer services like Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, PlanetSpark. But as the list is growing at tremendous pace, we are looking for folks who are excited about taking this to the market with us.

Still looking for more information, then check our website


About the Role

We are seeking a dynamic and experienced Quality Manager (Growth Consultant) to lead quality initiatives and deliver impactful projects, leveraging tools like Six Sigma, FMEA, CAPA, 5 Whys, and 7 QC Tools. The focus will be on driving key metrics such as sales conversion , CSAT , AHT improvement , and risk elimination while achieving measurable business outcomes. This role is ideal for a professional who excels in fast-paced environments and has a proven history of successfully executing quality projects with tangible results in Contact Center operations.


Key Responsibilities

  • Lead and execute quality assurance projects, ensuring a direct positive impact on sales conversions, CSAT, AHT , and other key client metrics.
  • Design and implement strategies to enhance quality and drive operational excellence in both voice and non-voice processes.
  • Work onsite at client locations to oversee seamless project execution and ensure alignment with client goals.
  • Conduct audits and reviews of customer interactions, transactions, and documentation to identify gaps and areas for improvement.
  • Drive quality initiatives focused on conversion rate optimization and process improvement.
  • Collaborate with cross-functional teams, including operations, training, and client services, to address quality concerns and implement corrective measures.
  • Regularly engaging with stakeholders, including the Business Head, Sales Head, Directors, and MD, to keep them informed about the daily progress of tasks.
  • Provide actionable feedback, coaching, and training to agents to improve performance and adherence to quality standards.
  • Monitor compliance with regulatory requirements and industry best practices.
  • Actively participate in client meetings, presentations, and discussions to address quality-related inquiries and share insights.


Requirements

  • Proven 5+ years of experience in a Quality Assurance role within the Contact Center industry , with a focus on managing and executing impactful quality projects.
  • Demonstrated ability to improve sales conversions and other critical metrics through quality-driven initiatives.
  • Strong track record in driving successful projects from inception to measurable outcomes.
  • Excellent analytical skills with the ability to interpret data, identify trends, and recommend improvements.
  • Strong attention to detail and accuracy in audits, reviews, and assessments.
  • Effective communication and interpersonal skills for providing constructive feedback and collaborating with stakeholders.
  • Proficiency in using quality tools, software, and systems.
  • Ability to work independently while thriving in a fast-paced environment.
  • Certifications in Quality Assurance or Project Management


What makes this role a perfect opportunity?

● Expand your knowledge: You get to buy a course or book worth Rs. 1000 every month (we reimburse it). And, the best part? It doesn’t have to be related to your job It can be a novel, a gratitude journal, or anything that helps you learn something new.

● Holiday Allowance: INR 24000 allowance every year for you to travel anywhere.

● Learn Fast: Amazing amount of learning that will help you shape your career and pave the path for entry into one of the most lucrative industries in India right now.

● The fast-growing startup has no limits on what you can learn and gain in terms of experience

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