AVP- Quality Head- Telesales

4 weeks ago

Chennai India Quest Business Solution Full time

Job Description 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: - 16+ years of overall experience with a minimum 10 years of quality exposure in the BPO industry,specifically in telesales and online sales. - At least 6-7 years of experience managing or heading a quality function. - Strong understanding of quality assurance methodologies and tools. - Strong analytical and presentation abilities; experience using tools such as Power BI, Tableau, or Excel dashboards. - Flexibility to travel up to twice a week for reviews, audits, and partner visits. - Proven ability to lead and motivate a team to achieve high performance. - Strong communication and interpersonal skills. - Ability to work collaboratively with cross-functional teams. - Bachelor's degree in a related field; advanced degree or quality certification is a plus. Preferred Skills: - Experience with quality management systems and standards such as Six Sigma, ISO, or COPC. - Familiarity with CRM systems and telesales/online sales platforms. - Proficiency in data analysis and quality reporting tools.

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