Job highlights
Minimum Qualification: Graduate. .
Should be able to handle difficult feedback situations
Proficient with MS Office
Audit Chats,Calls and emails of sales and support representatives to ensure excellent customer experience and effective product presentation
Hold at least 6 -8 years of experience in quality audit and training / coaching/feedback
Position Overview: Every career with us is a journey that is full of adventure and challenge. We are rapidly expanding our domestic and international offices by hiring outstanding talent across various departments / locations. To discover your journey as a Quality Auditor please go through the below:
Job Accountability
Audit Chats, Calls and emails of sales and support representatives to ensure excellent customer experience and effective product presentation.
Follow the Critical to Quality (CTQ) while auditing chats, Emails, and calls.
Maintain audit records of each sale and support representatives. Also maintain the same at team level.
Monitor sales and support representative s product knowledge, ability to handle objections and customer interaction closure.
Share quality reports to various stakeholders.
Provides actionable feedback to sales and support representatives.
Set up and manage audit processes/activities such as daily feedback, sampling, QA dashboards etc.
Assist operations in creative methods to improve metrics.
Create effective working relationships with stakeholders by managing objectives and expectations and ensure data-driven process decisions.
Monitor QA productivity and coach them to improve their skills and competencies.
Work on identifying root causes for all issues/errors and mitigate by putting preventive actions in place.
Carrying out periodic refresher Trainings for sales and support representatives.
Carrying out elaborate Trainings for Recent joinee in Sales and Support team.
Assist in development of audit plans and audit schedules.
Job Rquirements
Hold at least 6 -8 years of experience in quality audit and training/coaching/feedback.
Have experience in both voice and non-voice processes (email, SMS, chat).
Effective Communication skills.
Should be able to handle difficult feedback situations.
Proficient with MS Office.
Minimum Qualification: Graduate.