Quality Check Manager

Quality Check Manager

Job Description:

We are seeking a highly skilled and experienced Quality Check Manager with 5-8 years of experience to join our team. The ideal candidate will play a critical role in ensuring the highest standards of quality in our phone and video interactions. You will assess the soft skills, product knowledge, and domain expertise of our counselors and sales agents, conduct necessary training sessions, provide 1:1 feedback, and create action plans for continuous improvement. Your insights and coordination with various teams will drive quality enhancement and contribute to our business decisions.

Key Responsibilities:

• Quality Observations: Conduct observations of phone calls and video sessions to assess the soft skills, product knowledge, and domain expertise of counselors and sales agents.
• Training and Process Compliance: Conduct required training sessions to ensure agents adhere to company processes and requirements during their calls and sessions.
• Feedback and Performance Improvement: Conduct 1:1 feedback sessions with relevant stakeholders. Create action plans for sales agents and counselors to improve their performance.
• Quality Improvement Coordination: Coordinate with sales agents and operations to drive quality improvement initiatives. Coordinate and conduct meetings with the quality team and operations to discuss and implement quality enhancements.
• Customer Insights and Business Decisions: Contribute to research and generate insights to understand customer needs, aiding in informed business decisions. Identify best practices from observations and relay them to management for implementation.

Qualifications:

• 5-8 years of experience in a quality management or related role.
• At least 1 year of experience in a Quality Analyst role.
• Excellent spoken and written English communication skills.
• Strong interpersonal skills to effectively coordinate with agents and managers.
• Proactive and responsible for reporting and resolving any issues faced.
• Proficiency in using Google Sheets for reporting and analysis.

P.S-This would be a work from Office role Based out of Bangalore and its a 6 Days working