Executive Director of Customer Experience

1 week ago

Dombivli, Maharashtra, India beBeeQuality Full time ₹ 5,00,000 - ₹ 10,00,000

As a Quality Executive, you will be responsible for ensuring the highest standards of quality control and management in customer relationship management processes.

This includes conducting quality audits, analyzing CRM data, and collaborating with cross-functional teams to implement continuous improvement methods.

The role also involves tracking and reporting on key quality metrics and maintaining effective communication with stakeholders to ensure customer satisfaction and adherence to quality standards.

Key Responsibilities:
  • Monitor and evaluate inbound/outbound sales calls and processes.
  • Ensure compliance with quality and sales guidelines.
  • Identify training needs and recommend process improvements.
  • Provide constructive feedback and coaching to sales agents.
  • Prepare daily/weekly/monthly quality reports and audits.
  • Collaborate with team leaders and trainers to enhance agent performance.
  • Ensure customer satisfaction benchmarks are consistently met.

Qualifications:

  • Quality Control, Quality Auditing, and Quality Management skills
  • Strong Analytical Skills
  • Excellent Communication skills
  • Experience in CRM systems and processes
  • Attention to detail and problem-solving abilities
  • Bachelor's degree in Business Administration, Quality Management, or a related field
  • Previous experience in a similar role within the real estate or community development industry is a plus
  • Strong knowledge of sales processes, telecalling standards, and customer engagement practices
  • Proficiency in quality monitoring tools, CRM systems, and MS Office (Excel, PowerPoint, Word)
  • Excellent analytical and reporting skills to track performance trends and prepare quality dashboards
  • Ability to evaluate calls, identify gaps, and provide actionable feedback
  • Strong communication and interpersonal skills to collaborate with sales teams and management

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