? WE ARE HIRING | QUALITY & TRAINING

? Location: Gurgaon & Noida

? Experience: 4–5+ Years

We are looking for an experienced professional for a Quality & Training role.

Key Responsibilities (KRAs)

Call Monitoring & Feedback:

- Monitor calls throughout the shift for the production floor.
- Conduct a set number of daily audits and ensure individual feedback is provided to advisors after every call.
- Ensure feedback is actioned and documented to promote continuous improvement in performance.

Quality Reporting & Dashboard Maintenance:

- Prepare and maintain regular quality-related reports, such as call audits and performance dashboards.
- Highlight trends and areas for improvement.

Training & Development:

- Assist in developing new hires and existing advisors on the floor by providing support through call monitoring, observations, and targeted training sessions.
- Conduct training on topics like telephonic etiquettes, soft skills, dispositions, sales techniques, and product knowledge.

Performance Metrics Management:

- Handle the performance metrics of both new and experienced advisors, focusing on improving key areas like:

- Call quality, Sales conversion rates, Average ticket size/ASP, Net Promoter Score (NPS)

Floor Support:

- Provide consistent floor support, guiding advisors in real-time, monitoring quality, and suggesting ways to improve error rates and sales conversions.

On-the-Job Training (OJT):

- Conduct OJT sessions for new hires and existing team members.




- Ensure recent hires are well-equipped with the necessary skills and knowledge to meet performance standards.

Team Huddles & Meetings:

- Maintain shift-brief records and actively participate in team huddles and end-of-day meetings.
- Share updates and insights regarding performance, areas of concern, and action points.

Call Demonstration & Refresher Training:

- Demonstrate effective sales and customer service techniques through live call handling.
- Conduct refresher training sessions to ensure that advisors stay updated on process knowledge, sales strategies, and performance expectations.

Adaptation to Process Changes:

- Adapt quickly to changes in processes and policies, ensuring the team is aligned and performs to the new standards.
- Regularly stay updated on new process knowledge and skills.

Eligibility Criteria / Qualifications

Educational Qualifications:

- Graduate with at least 5–6 years of total work experience, with a minimum of 3 years in call quality monitoring, training, or a related field.

Skills:

- Proficiency in Hindi and English (Excellent verbal and written communication skills in both languages).
- Strong MS-Office skills (Word, Excel, PowerPoint).
- Ability to develop content and conduct Training Needs Analysis (TNA).
- Effective feedback and coaching skills to help improve advisor performance.

Behavioral Attributes:

- Strong analytical skills and attention to detail.
- Ability to provide constructive feedback in a motivating and professional manner.
- Flexibility to work 6 days a week.

? Interested candidates can share their CV at: [email protected]

📌 Manager/Assistant Manager/Senior Executive - QUALITY & TRAINING (India)
🏢 Expedient Healthcare Marketing
📍 India