Title of the Position: - Manager Quality Analyst (Sales Call Audits) -Hyderabad
Reports to: AVP Sales & Operations
Office Location: Unit # 102 Ground Floor Prestige Meridian, 2 Number 30, Mahatma Gandhi Rd, Bengaluru, Karnataka
Contact Person: Sweta (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 Analysing 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 . - 7 ., 6 days working, weekly off on Tuesday (Sunday is a mandatory working day)
5 - 11 Years
5 Openings
3.0-5.0 Lac/Yr
Face-to-Face interview
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