Senior Quality Assurance Specialist

2 weeks ago

Malappuram, Kerala, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000
Quality Executive Job Description

   This full-time on-site Quality Executive - CRM position is located in Navi Mumbai. The Quality Executive will ensure high-quality standards in customer relationship management processes through quality audits, data analysis, and cross-functional collaboration.

   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.
  • Meet customer satisfaction benchmarks consistently.

   Requirements

  • 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.
  • 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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