Job Description

: Key Responsibilities Must be from B2B lead generation domain only. Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at individual level. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for staff. Provides feedback to employees, leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Day to day Team Management including shrinkage and attrition. Coordination with inter-dept managers for projects / campaigns you own. Ensure timely delivery of campaigns with highest efficiency and quality. Ability to effectively coach colleagues and communicate with senior management. Experience of incentivizing and motivating a sales focused team. Meet monthly goals and KPIs for self and for team. Customer service experience and the ability to Deal with difficult customers. Create, maintain and publish productivity and related reports. Manage and solve client queries required Candidate profile. Provide training and support to quality team. Soft Skills Good knowledge of advance MS-Excel Proficiency in preparing reports using MS-excel formulas Effective oral, written and interpersonal communication skills Sound listening and analytical skills Demonstrated ability to work in a team environment Should be skilled in Call monitoring, Data management, SLA & Quality monitoring Basic IT know-how i.e., understanding application of Information Technology Flexible to work in a 24X5 environment Structured thought process Self-driven

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