Quality Manager Operations

Job Description:

Key Responsibilities

• Must be from B2B lead generation domain only.
• Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback to employees, leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Day to day Team Management including shrinkage and attrition.
• Coordination with inter-dept managers for projects / campaigns you own.
• Ensure timely delivery of campaigns with highest efficiency and quality.
• Ability to effectively coach colleagues and communicate with senior management.
• Experience of incentivizing and motivating a sales focused team.
• Meet monthly goals and KPIs for self and for team.
• Customer service experience and the ability to Deal with difficult customers.
• Create, maintain and publish productivity and related reports.
• Manage and solve client queries required Candidate profile.
• Provide training and support to quality team.

Soft Skills

• Good knowledge of advance MS-Excel
• Proficiency in preparing reports using MS-excel formulas
• Effective oral, written and interpersonal communication skills
• Sound listening and analytical skills
• Demonstrated ability to work in a team environment
• Should be skilled in Call monitoring, Data management, SLA  & Quality monitoring
• Basic IT know-how i.e., understanding application of Information Technology
• Flexible to work in a 24X5 environment
• Structured thought process
• Self-driven