Position: Sales Quality Manager (SQM)
Department: Sales
Industry: Automotive
Location: Panangagara, Malappuram
Employment Type: Full time
Job Summary
We are looking for an experienced and customer-focused Sales Quality Manager (SQM) to ensure high standards of sales process compliance, customer satisfaction, and overall sales quality at the dealership. The SQM will monitor customer interactions, follow-up processes, documentation, and sales activities while working closely with the Sales and CRM teams.
Key Responsibilities
Ensure compliance with Honda sales processes, standards, and guidelines.
Monitor the complete customer journey from enquiry to vehicle delivery.
Conduct regular audits of sales activities and customer records.
Monitor lead management, follow-ups, test drives, bookings, and deliveries.
Ensure timely and proper follow-up of all customer enquiries.
Conduct customer satisfaction calls and collect feedback.
Identify customer complaints and coordinate with the concerned departments for resolution.
Monitor CRM data accuracy and ensure timely updates by the sales team.
Track lost leads, cancellations, pending follow-ups, and other sales prospects.
Conduct mystery audits and process checks as required.
Monitor the quality of customer communication and sales presentations.
Coordinate with Sales Managers and CRM executives to improve customer experience.
Prepare and submit daily, weekly, and monthly quality reports.
Analyse customer feedback and identify areas for improvement.
Conduct regular process training and awareness sessions for sales staff.
Ensure proper documentation and adherence to dealership/Honda standards.
Support the dealership in improving customer satisfaction and sales conversion.
Candidate Requirements
Graduate or equivalent qualification.
2–5 years of experience in automobile sales, CRM, quality, or dealership operations preferred.
Experience in a Honda or other automobile dealership will be an advantage.
Robust communication and interpersonal skills.
Good knowledge of sales processes and customer relationship management.
Proficiency in MS Office and CRM/DMS systems.
Strong attention to detail and process orientation.