AVP- Quality Head- Telesales

4 hours ago

Chennai, Tamil Nadu, India Quest Business Solution Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are looking for a
Quality Head/ Chief Manager

with a proven track record in the BPO industry, specifically in
telesales and online sales.

The ideal candidate will have a
minimum of 10 years of quality exposure in the BPO space and at least 6-7 years of experience managing or heading a quality function.

This role is critical in ensuring that our sales processes are efficient, effective, and consistently meet the highest quality standards.

Key Responsibilities:

  • Lead and manage the quality function for our telesales and online sales units.

  • Develop and implement comprehensive quality assurance policies and procedures.

  • Monitor and evaluate the performance of telesales and online sales teams to ensure adherence to quality standards.

  • Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.

  • Collaborate with operations and training teams to design and deliver effective training programs that enhance quality and performance.

  • Analyze quality metrics and generate reports for senior management, providing insights and recommendations for continuous improvement.

  • Stay updated with industry best practices and incorporate them into the quality management framework.

  • Foster a culture of quality and continuous improvement within the organization.

Qualifications

:

  • 16+ years of overall experience with a
    minimum 10 years of quality exposure in the BPO industry,

specifically in telesales and online sales.

  • At least 6-7 years of experience managing or heading a quality function.

  • Strong understanding of quality assurance methodologies and tools.

  • Strong analytical and presentation abilities; experience using tools such as
    Power BI, Tableau, or Excel dashboards.

-

Flexibility to
travel up to twice a week

for reviews, audits, and partner visits.

  • Proven ability to lead and motivate a team to achieve high performance.

  • Strong communication and interpersonal skills.

  • Ability to work collaboratively with cross-functional teams.

  • Bachelor's degree in a related field; advanced degree or quality certification is a plus.

Preferred Skills:

  • Experience with quality management systems and standards such as Six Sigma, ISO, or COPC.

  • Familiarity with CRM systems and telesales/online sales platforms.

  • Proficiency in data analysis and quality reporting tools.

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