
Senior Customer Relationship Manager
5 days ago
The role of a Quality Assurance Professional is crucial in ensuring that customer relationship management processes meet the highest standards.
This entails conducting regular audits, analyzing CRM data, and collaborating with cross-functional teams to track key quality metrics.
- Monitor and evaluate 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.
Key qualifications include:
- 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 industry is a plus
- Strong knowledge of sales processes 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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