The Quality Manager will oversee and ensure the quality of all customer interactions across incoming calls, outgoing sales calls, Wati chats, and operational communication. The role focuses on monitoring, evaluating, and improving customer experience across the call center.
Key Responsibilities
Monitor incoming calls, evaluate call handling, script adherence, and service quality.
Review Wati/WhatsApp chats for tone, accuracy, TAT and customer satisfaction.
Audit outgoing sales calls for lead conversion quality and follow-up standards.
Prepare weekly quality reports and highlight gaps or improvement areas.
Conduct refresher training and coaching sessions for agents.
Ensure SOP compliance across all communication channels.
Identify repeated issues and coordinate corrective actions with team leads.
Skills Required
Strong communication & evaluation skills
Experience in monitoring calls/chats
Analytical mindset with attention to detail
Ability to coach and guide team members
Customer-first approach
Experience
2-7 years in call quality, customer experience, or call centre supervision.
Experience with inbound/outbound call monitoring preferred.
Qualification
Any Graduate
Intrested Candidates can reach me on Email: krishna.kanth@avaanindia.com or WhatsApp: 9848653525.
Job Types: Full-time, Permanent
Pay: ₹50,000.00 - ₹65,000.00 per month
Benefits:
Cell phone reimbursement
Health insurance
Paid sick time
Provident Fund
Work Location: In person
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