Job Description

LOCATION:  Kolkata, Pune, Chennai, Bangalore/Bengaluru, Delhi / NCR

Title of the Position: - Manager Quality Analyst (Sales Call Audits).

Reports to: AVP Sales & Operations

Office Location: Pune/Delhi/Bangalore/Kochi/Chennai/Kolkata

Contact Person: Minal (9892941386) (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.

Skills Required: BPO,OPERATIONS,Customer Service,KPO,Quality Analysis,QA,ITES,LPO,Quality Coach,Call Auditor,Call Audit