
Business Quality Manager
1 day ago
Delivering excellence in customer relationship management is a top priority at our organization. To ensure the highest standards of quality control and management, we are seeking an experienced Quality Executive.
This key role will be responsible for conducting quality audits, analyzing CRM data, and implementing continuous improvement methods to enhance agent performance. Key Responsibilities:
Quality Management
• Monitor and evaluate inbound/outbound sales calls to guarantee compliance with quality and sales guidelines.
• Identify training needs and recommend process improvements to optimize agent performance.
• Provide constructive feedback and coaching to sales agents to meet customer satisfaction benchmarks.
• Prepare daily/weekly/monthly quality reports and audits to track performance trends and prepare quality dashboards.
Qualifications
• A degree in Business Administration, Quality Management, or a related field is required.
• 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.
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