? 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 recent 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 new 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 s