
Chief Quality Officer
7 days ago
Hiring a Quality Executive - CRM is essential for ensuring high standards of quality control and management in customer relationship management processes.
The ideal candidate will conduct quality audits, analyze CRM data, collaborate with cross-functional teams to implement continuous improvement methods, track and report key quality metrics, and maintain effective communication with stakeholders to ensure customer satisfaction and adherence to quality standards.
Key Responsibilities:
- Maintain compliance with quality and sales guidelines.
- Identify training needs and recommend process enhancements.
- 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.
- Ensure customer satisfaction benchmarks are consistently met.
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 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.
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