Job Description

Job Purpose

We are seeking a detail-oriented Quality Assurance Specialist to ensure our Telesales processes meet the highest standards of quality and efficiency that translates into sales. Job involves monitoring and evaluation of Tele sales interactions to ensure adherence to company guidelines and quality standards and providing constructive feedback to Tele sales agents to improve call quality, customer interactions and sales

Company Overview

Mahindra Holidays & Resorts India Ltd. (MHRIL), a part of Leisure and Hospitality sector of the Mahindra Group, specializes in offering high-quality family holidays primarily through vacation ownership memberships. Embodying values such as reliability, trust, and unwavering customer satisfaction, MHRIL launched its flagship brand 'Club Mahindra' in 1996. Today, with a membership base exceeding 290,000, members enjoy access to over 140 resorts across India and internationally.

In the past decade, MHRIL has solidified its position as a leader in the family holiday segment. As part of the Mahindra Group, known for pioneering innovative mobility solutions, driving rural prosperity, enhancing urban living, nurturing new businesses, and fostering communities, MHRIL contributes significantly to these efforts. The Mahindra Group, headquartered in India, employs over 260,000 people across 100 countries and holds leadership positions in utility vehicles, information technology, financial services, vacation ownership, and is the world's largest tractor company by volume. The Group also boasts a robust presence in renewable energy, agribusiness, logistics, and real estate development.

Accountabilities / Key Responsibilities:

Maintain and develop internal quality standards.

Assess interactions (calls, email, chat messages) based on established quality standards.

Accompany evaluations with meaningful and constructive feedback.

Discuss and explain feedback with agents in regular meetings.

Recommend process improvements based on call evaluations and audit findings.

Analyse all sales KPI's and how the team performance affects those KPIs.

Participate calibration session to maintain consistency in internal evaluations.
Map the need for training and onboarding programs and initiate these projects with complete ownership of closure.

Create reports that reflect agent performance.

Identify and resolve issues in the telesales workflow to enhance overall performance.

Competencies / skills required:

Strong knowledge of quality assurance tools, methods, and concepts applicable to telesales.

Sound knowledge of call centre tech solutions and software's

Familiarity with relevant standards and industry best practices in telesales.

Excellent communication and interpersonal skills.

Strong analytical and problem-solving skills.

Attention to detail and ability to work independently.

Relevant certifications in quality assurance or related fields are a plus

Experience & Desired Qualifications required

4-5 years of experience in Quality Assurance Specialist or in a similar role within a Telesales environment.

Work experience in industries

: Hospitality, Travel/ Hotel/ Tourism is preferred

Contact :8248184926

Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?38,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Internet reimbursement Life insurance Paid sick time Paid time off Provident Fund
Experience:

5year: 1 year (Preferred)
Language:

Malayalam (Required) Tamil (Required) English (Required)
Work Location: In person

Speak with the employer

+91 8248184926