Operations Manager

6 days ago

Kannur, Kerala, India beBeeAudit Full time ₹ 90,00,000 - ₹ 1,20,00,000

The job description is for a professional responsible for Call Quality Audits, facilitating Advisor productivity within the organization.

Roles and Responsibilities:

  • Quality Audit professionals with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits are required.
  • Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
  • Provide detailed feedback and recommendations to Outreach Advisors for continuous improvement.
  • Document call assessments, identify trends, and report on key performance indicators (KPIs).
  • Collaborate with the training team to develop coaching programs based on audit findings.
  • Assist in creating and updating quality guidelines and performance criteria.
  • Ensure compliance with policies, procedures, and relevant regulations.
  • Work with management to identify areas for process optimization and improved customer interactions.

Required Skills and Qualifications:

  • Bachelor's degree or equivalent experience in a relevant field is necessary.
  • Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center is required.
  • Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations is essential.
  • Excellent analytical and observation skills are needed.
  • Effective communication and feedback delivery are crucial.
  • Proficiency in using call monitoring tools and CRM software is necessary.

Key Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • Delivering Feedback
  • Critical thinking
  • Coach & develop teams
  • Growth mindset
  • Conflict resolution
  • Decision Making

Technical Skills:

  • MS Office applications like Excel, Powerpoint, Planner, etc.
  • Reporting skills for formulating and basic automation, trend analysis using Excel
  • Working knowledge of any tools/applications to implement instructional design process – preferred
  • Working Knowledge of Salesforce is an added plus

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