Are you experienced in Quality Monitoring, Training, Coaching, and Contact Center Performance? We’re looking for a passionate professional who can help drive quality, sales performance, and advisor development.
? Key Responsibilities:
? Call Monitoring & Quality
• Monitor calls throughout the shift and conduct daily quality audits.
• Provide individual, actionable feedback to advisors and ensure feedback is documented and implemented.
• Identify quality gaps, trends, and improvement opportunities.
? Reporting & Performance Management
• Maintain call audit reports and quality dashboards.
• Track and improve key metrics including Call Quality, Sales Conversion, ASP & NPS.
• Provide guidance and coaching to improve overall team performance.
? Training & Development
• Conduct OJT, refresher training, and targeted coaching for new and existing advisors.
• Train teams on telephonic etiquette,
soft skills, sales techniques, dispositions, and product knowledge.
• Demonstrate effective sales and customer service techniques through live call handling.
? Floor Support
• Provide real-time support and guidance to advisors.
• Participate in team huddles, shift briefings, and end-of-day meetings.
• Ensure the team stays aligned with process and policy changes.
? Requirements:
✅ Graduate with relevant experience
✅ Minimum 3 years of experience in Quality Monitoring, Training, or a related field
✅ Excellent Hindi & English communication skills
✅ Strong presentation, coaching, and feedback skills
✅ Proficiency in MS Office – Word, Excel & PowerPoint
✅ Knowledge of TNA and training content development
✅ Strong analytical skills and attention to detail