Assistant Manager Quality _ Customer Service

Assistant Manager Quality

Location: Navi Mumbai

Role Summary:-

We are seeking experienced Quality AM with a strong background in international processes.

Key Responsibilities:-

1. Develop and implement quality assurance processes and procedures to monitor and evaluate the performance of outbound sales agents, ensuring adherence to quality standards and regulatory requirements.

2. Conduct regular quality audits and assessments of outbound sales calls, providing detailed feedback and coaching agents on areas for improvement.

3. Analyze quality metrics and data to identify trends, areas of concern, and opportunities for process improvement, and implement corrective actions as necessary.

4. Collaborate with cross-functional teams, including sales, operations, and compliance, to ensure alignment and consistency in quality standards and processes.

5. Provide training and guidance to agents on product knowledge, sales techniques, and compliance requirements to enhance their performance and maintain high levels of customer satisfaction.

6. Develop and maintain comprehensive quality assurance documentation, including manuals, guidelines, and standard operating procedures.

7. Participate in the development and implementation of quality improvement initiatives, such as process optimization, technology enhancements, and best practice sharing.

8. Ensure compliance with all relevant laws, regulations, and company policies related to outbound sales and quality assurance.

9. Experience in leading and mentoring quality assurance teams.

10. Familiarity with data analysis tools and techniques for quality monitoring and reporting.

Criteria:-

1. Graduate OR 10th + 12th + 3 year Diploma (any stream).

2.On paper 1 Year AM experience required

Shift: 12x7 rotational (9-hour shift)

Week Off: 6 days working (1 Rotational Off)

Interested, kindly share your updated resume to [email removed]