Job Description
Job Summary:
We are seeking a proactive and results-driven Manager for Quality Analysis to lead our pursuit of exceptional quality standards within our customer service and sales teams. As the Manager, you will play a pivotal role in elevating our sales team's potential, designing comprehensive training strategies, and overseeing meticulous call audits to drive continuous enhancements. Your exceptional analytical abilities, meticulous attention to detail, and proficiency in identifying areas for improvement will be crucial in sustaining our competitive edge, fostering innovation, and maintaining a customer-centric focus.
Responsibilities:
- Lead and direct comprehensive analysis and audits of inbound/outbound calls, emails, and customer surveys, identifying areas for service delivery improvement within the CS support/Sales teams. Provide structured and timely feedback, both written and verbal, based on audit findings to advisors, guiding them towards achieving excellence in customer interactions.
- Collaborate closely with the Delivery and QA teams to conduct Calibration sessions, ensuring consistent evaluations and alignment of performance standards.
- Devise, recommend, and execute effective corrective and preventive actions, addressing quality gaps, and driving continuous performance elevations.
- Identify training needs and formulate tailored coaching plans, enhancing team members' skills and knowledge while cultivating a culture of continuous learning and professional growth.
- Develop comprehensive Daily/Weekly reports on quality performance, presenting key insights and enhancement initiatives to senior management.
- Deliver engaging briefings for specific advisor groups, addressing service quality gaps, and sharing best practices to foster ongoing improvement.
- Utilize your customer service expertise to evaluate existing practices and procedures, proactively pinpointing opportunities for process enhancements across all CS/Sales Support teams and sites.
Requirements:
- Proven track record (5-7 years) in Quality Analysis, showcasing a dedicated focus on call audits and process enhancements, preferably within an International BPO environment (US/UK process). Candidates with Sales/Lead generation backgrounds will receive preference.
- Exceptional aptitude for identifying performance gaps and offering valuable insights that lead to measurable enhancements in team productivity.
- Strong analytical prowess and exceptional problem-solving skills, underpinned by an unwavering attention to detail and a commitment to delivering outstanding results.
- Demonstrated success in driving positive transformations, nurturing a culture of excellence, continuous improvement, and unwavering customer satisfaction.
- Excellent verbal and written communication skills, empowering you to effectively convey ideas, collaborate with team members, and engage stakeholders.
- Proficiency in quality audit tools and techniques, coupled with advanced skills in Excel reporting for comprehensive data analysis and reporting purposes.
