- Main interfaces- with whom one has regular contact in carrying out ones duties (whom one reports to direct & functional and to whom one has interface within and outside the organization?)
Call Monitoring • Conducting quality checks as per defined guidelines via random audits on sales calls, Chats & CRM audits • Meeting the monthly Assigned Number of audits • Follow up not done /Task not created/Invalid lead lost feedback is highlighted to counsellor & supervisor on real time • Mock Calls for New counsellors as a part of onboarding Feedback Closure • Ensuring 100% closure of feedbacks with counsellors and their supervisors Training Need Identification • Identifying gaps while auditing,
sharing feedback with the team for conducting refresher sessions with counsellors Quality Reports & Documentation • Counsellor wise Productivity Tracker • Generate timely and accurate reports • Lead lost data • Preparing/updating product Ready Reckoners & Test Questions • Sharing Monthly Talk time achievement Certificates with counsellors
Key Success Factor • Timely monitoring and Feedback to all agents and their managers • Improvement of Quality scores of sales counsellor’s post feedback
Qualification and Experience • Bachelor's Degree, or the equivalent combination of education, qualified training, and related work experience of at least 3-4 years • Post-graduation is preferred Skills and Knowledge and Competencies • MS-Office • Working knowledge of any CRM • Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes. • Knowledge of various sales metrics