Talented Customer Service Lead Required

7 days ago

Alleppey, Kerala, India beBeeAdvisory Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title

The Assistant Manager role is responsible for facilitating advisor productivity within the organization by conducting Best-in-Class Call Audits, providing detailed feedback and recommendations, and assisting with the enhancement of advisor conversation quality.

About the Role:

  • Quality Audit professional with hands-on experience in 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.

Responsibilities Include:

  • 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:

  • 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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