Operations Quality Enhancement Specialist

6 days ago

Rajahmundry, Andhra Pradesh, India beBeeQuality Full time ₹ 12,00,000 - ₹ 15,00,000
Lead Quality Coach Position

We are seeking a highly skilled Lead Quality Coach to join our team. This is a pivotal role that requires the ability to drive quality improvements across our organization.

  • Job Summary:
  • As a Lead Quality Coach, you will be responsible for conducting high-quality call audits to evaluate advisor performance, monitoring and analyzing sales calls for adherence to quality standards and compliance, and delivering actionable feedback and coaching to advisors for continuous improvement.
  • You will also document audit results, identify trends, and report on key performance indicators (KPIs).
  • Additionally, you will collaborate with the training team to develop coaching programs based on audit findings and maintain up-to-date quality guidelines and performance criteria.

Key Responsibilities:

  • Conduct regular call audits to assess advisor performance and provide feedback.
  • Develop and implement coaching programs to improve advisor skills and knowledge.
  • Collaborate with the training team to create training materials and deliver training sessions.
  • Identify areas for improvement and develop strategies to address them.
  • Monitor and analyze sales calls to ensure adherence to quality standards and compliance.

Requirements:

  • Master's degree in Business Administration or related field.
  • At least 5 years of experience as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
  • Strong understanding of consultative sales processes in high-ticket sales environments and Inside Sales Outreach operations.
  • Excellent analytical and observation skills.
  • Effective communication and feedback delivery.
  • Proficiency in using call monitoring tools and CRM software.

Preferred Qualifications:

  • Knowledge of Salesforce.
  • Experience with instructional design process tools/applications.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A collaborative and dynamic work environment.

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