Senior Customer Experience Manager

3 days ago

Mysore, Karnataka, India beBeeQuality Full time ₹ 20,00,000 - ₹ 25,00,000
Job Description

The Quality Executive - CRM plays a pivotal role in ensuring the highest standards of quality control and management in customer relationship management processes. This full-time on-site role is responsible for conducting quality audits, analyzing CRM data, and collaborating with cross-functional teams to implement continuous improvement methods. Additionally, the role involves tracking and reporting on key quality metrics and maintaining effective communication with stakeholders to ensure customer satisfaction and adherence to quality standards.

  • Monitoring and evaluating inbound/outbound sales calls and processes.
  • Ensuring compliance with quality and sales guidelines.
  • Identifying training needs and recommending process improvements.
  • Providing constructive feedback and coaching to sales agents.
  • Preparing daily/weekly/monthly quality reports and audits.
  • Collaborating with team leaders and trainers to enhance agent performance.
  • Ensuring customer satisfaction benchmarks are consistently met.
Required Skills and Qualifications

The ideal candidate will possess the following skills and qualifications:

  • 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.
  • 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.
  • Ability to evaluate calls, identify gaps, and provide actionable feedback.
  • Strong communication and interpersonal skills to collaborate with sales teams and management.
Key Qualities

We are looking for a candidate who embodies the following qualities:

  • A strong commitment to delivering high-quality results.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a team environment.
  • Strong analytical and problem-solving skills.
About Us

Our organization is dedicated to building communities that seamlessly blend with nature, offering bespoke home designs, unmatched hospitality experiences, and thoughtful solutions for senior living.

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