Performance Excellence Manager

2 days ago

Kannur, Kerala, India beBeeQuality Full time ₹ 8,00,000 - ₹ 18,00,000
Job Title: Quality Assurance Specialist

The ideal candidate will be responsible for ensuring high performance delivery on all quality parameters, including auditing calls, chats/email interactions, and data analysis.

Key Responsibilities:

  • Audit calls, chats/email interactions on Product/process, Communication and soft skills parameters.
  • Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
  • Perform data analysis and generate designated reports/decks to support business decisions.
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach.
  • Communicate effectively to heighten awareness and focus on importance of positive customer experience.
  • Develop recommendations and drive process improvement initiatives.
  • Reduce learning curve and enhance product/process knowledge of new joiners.
  • Ensure that internal policies, procedures, and compliance regulations are being followed.
  • Provide exceptional customer/client interactions using process knowledge and highlighting key areas to work on.
  • Prepare TNA, publish and execute for 100% closure.
  • Offer real-time support (production/live support) on the floor as per the business requirement.

Desired Candidate Profile:

  • Prior experience in handling quality for outbound sales accounts.
  • Must understand audit & coaching processes.
  • Excellent writing and comprehension skills.
  • Extremely good verbal & written communication skills.
  • Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
  • Effective presentation, feedback, and coaching skills.
  • Hands-on experience on MS Office; preferably on MS Excel and PowerPoint.
  • Customer orientation and customer service attitude.
  • Effective problem-solving skills and a highly energetic & enthusiastic personality.
  • Interpersonal skills and teamwork abilities.
  • Ability to handle/analyze data to generate quantitative and qualitative analysis.

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