Job brief:

As a Customer Service and Sales Quality Assurance Manager your goal is to consistently ensure the highest quality of customer support across our Sales and customer support team by monitoring calls and providing actionable insights. The Quality Analyst gathers information to improve agent performance in the contact centre by upholding our internal quality standards and guidelines. The QA is responsible for identifying training needs and developing training programs for our agents.

Providing an excellent customer experience is at the heart of what we do and your role will be a crucial part to ensure that this is upheld across all our customer-facing call centres.

About the role

Do you love delighting customers? Join our growing team that will change the way Tyres are bought and sold in India!

As a Customer Service and Sales Quality Assurance Manager your goal will be to support our customers along their journey, as they inquire about Automotive products on our website, or need after sales support. You will receive all the necessary training you need to succeed in this role. We are looking for someone with a genuine passion for customer service, an energetic personality, and positive and proactive “can-do” attitude.

You ideally have a minimum of 2 years experience in providing customer service via phone as well as excellent written email, chat and social media skills. Prior experience in customer service and sales in the Indian market is highly advantageous. This role will require weekend and after hours work based on a rotating roster.

Responsibilities

● Maintain and develop internal support and call center quality standards;





● Review a subset of support agents’ conversations (calls, emails, chat, etc)

● Have Audits and super audits done along with weekly feedback sessions and reports

● Make sure the quality of calls is always above the industry standards and bring in new ideas of improving on the Quality of the team. Have calibration sessions with the team to ensure Quality assurance and understanding and improving the CSAT and NPS score.

● Accompany evaluations with meaningful and constructive feedback; and explain feedback with agents in regular meetings;

● Discuss Analyze all customer service and sales metrics and how the support team’s performance affects those KPIs;

● Create strategies to improve support KPIs;

● Map the need for training and onboarding programs and initiate these projects;

● Monitor customer service and sales performance on the agent and team level;

● Create reports that reflect support performance and report support team’s performance to higher-ups;

● Contribute to the team culture in a positive manner.

Requirements

● Experience in the customer service and sales space;

● Proven track record of analytical skills;

● Hands-on experience in quality assurance and extensive Training;

● Quality analysis and audit experience;

● Great people skills and ability to communicate constructive feedback;

● Excellent organizational skills, knowledgeable in goal-setting practices;

● Examples of data visualization abilities and understanding of support metrics;

● Perception of basic business metrics and how support impacts those;

● Problem-solving capabilities to create meaningful strategies to improve support quality.

📌 Quality Manager ( Inside sales/ Support ) (Noida)
🏢 SkivoHire
📍 Noida