Assistant Manager
3 days ago
Assistant Manager - Quality
Bangalore, UNext Learning Pvt. Ltd. - Business Development - Business Excellence - Training and Quality - Quality
EXPERTISE AND QUALIFICATIONS
WORK RELATIONS
Main interfaces- with whom one has regular contact in carrying out ones duties (whom one reports to direct & functional and to whom one has interface within and outside the organization?
Call Monitoring
• Conducting quality checks as per defined guidelines via random audits on sales calls, Chats & CRM audits
• Meeting the monthly Assigned Number of audits
• Follow up not done /Task not created/Invalid lead lost feedback is highlighted to counsellor & supervisor on real time
• Mock Calls for New counsellors as a part of onboarding
Feedback Closure
• Ensuring 100% closure of feedbacks with counsellors and their supervisors
Training Need Identification
• Identifying gaps while auditing, sharing feedback with the team for conducting refresher sessions with counsellors
Quality Reports & Documentation
• Counsellor wise Productivity Tracker
• Generate timely and accurate reports
• Lead lost data
• Preparing/updating product Ready Reckoners & Test Questions
• Sharing Monthly Talk time achievement Certificates with counsellors
Key Success Factor
• Timely monitoring and Feedback to all agents and their managers
• Improvement of Quality scores of sales counsellor's post feedback
Qualification and Experience
• Bachelor's Degree, or the equivalent combination of education, professional training, and related work experience of at least 3-4 years
• Post-graduation is preferred
Skills and Knowledge and Competencies
• MS-Office
• Working knowledge of any CRM
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
• Knowledge of various sales metrics
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