Assistant Manager

3 days ago


Bengaluru, Karnataka, India Unext Learning Full time

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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