Manager Quality Analyst (Sales Call Audits) -Hyderabad
- Career Graph
- 4 - 10 Years
- Mumbai
- 4 years ago
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Job Description
Office Location: Jayabheri Silicon Towers, Level -1, Hitech City Rd, Hyderabad, Telangana - 500084Contact Person: Soumartha Banerjee- 9920852*** (Call entertained only between 10 to 6)
Overall Responsibility: Achieve Call Audit Targets within timelines & share feedback on timely basis and ensure corrective actions are taken.
Profile:
Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed out in the framework
Monitoring calls to make sure that sales employees are in compliance with the quality standards.
Audit Calls (Live, Recorded & Remote) and score them on defined Template
Ensure that the stipulated compliance guidelines are met and corrective measures are taken when
there is a miss
Summarize after Analyzing the short comings and Reporting findings and recommendations and forwards it to team supervisor to use in performance discussion/assessments and/or promotional decisions
Provide coaching and guidance based on audit findings, and delivers weekly/ongoing
performance feedback to associates as outlined by the business
Mentor/Transition newly hired representatives to ensure a smooth transition from the learning
environment to the daily production environment
Provide formal product/process refresher training to facilitate ongoing learning
Involved in functional study of the recorded calls Identify and Bridge Process Gaps
Key Responsibility Areas:
1. Handling Call Audits - 40+ (For student Mobilization and resolving queries - Sales Calls).
2. Document the Calls Audited in the defined Template & share Feedback with the Agents on timely basis and ensure corrective actions are taken.
Working hours:
10 A.M. - 7 P.M., 6 days working, weekly off on Monday (Sunday is a mandatory working day)
Qualification:
Graduation in any stream; MBA is preferred
Experience:
2+ years work experience in BPO or Call Centre (Outbound Calling- Sales Call Audits).
Skills:
1. Excellent communication skills in English and regional language.
2. Worked on Focused Call Audits & proven track record in Quality Analyst profile.
3. Ability to draft & work on quality improvement plans
4. Ability to train and coach
5. Strong logical reasoning and problem-solving skills
6. Exceptional rapport building, active listening skills
7. Thorough understanding of the sales function
8. Proficiency in MS Office & Google Sheets
NOTE: Please apply with your updated resume (if interested in the position) so that we may contact you for further discussion on your profile for the position. Due to the COVID - 19 pandemic all our interviews and work-related discussions are currently happening Online.
Employement Category:
Employement Type: Full timeIndustry: Internet
Functional Area: Customer Service
Role Category: Training Manager
Role/Responsibilies: Manager Quality Analyst (Sales Call Audits) -Hyderabad
Contact Details:
Company: Career GraphLocation(s): Mumbai
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Keyskills: call audi Bp BPO Analys Call Center Voice Process Call Quality Audits Call Quality Call Quality Monitoring
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