Quality Manager

Job Description Quality Manager (Sales Process)

Position: Quality Manager
Industry: BPO / Contact Center
Process: Sales

Experience Required: Minimum 5 Years in Sales Process

Location: Kolkata

Key Responsibilities

• Manage and lead the Quality Assurance function for the sales process.
• Monitor and evaluate customer interactions, calls, and sales conversations to ensure process and quality standards.
• Develop and implement quality monitoring frameworks, scorecards, and evaluation parameters.
• Identify quality gaps and provide actionable feedback to improve sales performance and customer experience.
• Conduct regular quality audits, calibration sessions, and RCA (Root Cause Analysis).
• Work closely with Operations and Training teams to improve overall process performance.
• Track and analyze key quality metrics and prepare regular MIS reports.
• Identify recurring errors, compliance issues, and process gaps and recommend corrective actions.
• Coach and mentor the Quality team to maintain consistent evaluation standards.
• Ensure adherence to process guidelines, SOPs, compliance requirements, and client expectations.
• Drive continuous improvement initiatives to improve sales conversion, customer experience, and quality scores.

Eligibility & Requirements

• Minimum 5 years of experience in a Sales Process is mandatory.
• Prior experience in a Quality/QA leadership or managerial role is preferred.
• Strong knowledge of Quality Audits, RCA, Calibration, Call Monitoring, and Quality Metrics.
• Good understanding of sales KPIs and performance parameters.
• Strong analytical, communication, and stakeholder-management skills.
• Proficiency in MS Excel and MIS reporting.
• Ability to manage and mentor a Quality team.

Preferred Skills

Quality Management | Sales Process | BPO | Call Auditing | RCA | Calibration | Quality Scorecard | Sales KPIs | MIS | Coaching & Feedback | Process Improvement