Job Description

Monitoring and Evaluation:

Reviewing telesales calls (live or recorded) to assess agent performance against established quality guidelines and metrics.
Skills and Qualifications:

Communication Skills:

Excellent verbal and written communication skills for providing feedback, coaching, and reporting.

Analytical Skills:

Ability to analyze data, identify trends, and interpret information to make informed decisions.

Problem-Solving Skills:

Ability to identify and resolve issues related to call quality, process gaps, and agent performance.

Attention to Detail:

Meticulous attention to detail when evaluating calls and identifying areas for improvement.

Knowledge of Call Center Operations:

Familiarity with call center processes, metrics, and quality assurance methodologies.

Technical Proficiency:

Experience with call monitoring software, CRM systems, and other relevant tools.

Sales Acumen:

Understanding of sales processes, techniques, and best practices.

Feedback and Coaching:

Providing constructive feedback to telesales representatives based on quality evaluations, helping them improve their performance and achieve sales targets.

Process Improvement:

Identifying gaps in processes and recommending changes to enhance customer experience, sales effectiveness, and overall efficiency.

Reporting and Analysis:

Compiling and analyzing data on call quality, agent performance, and trends, and preparing reports for management.

Calibration:

Participating in calibration sessions with team leaders and other stakeholders to ensure consistent scoring and evaluation practices.

Training Support:

Collaborating with training teams to identify training needs and develop targeted training programs to address performance gaps.

Compliance:

Ensuring adherence to company policies, procedures, and regulatory requirements during telesales interactions.
Job Type: Full-time

Pay: ?18,000.00 - ?22,000.00 per month

Benefits:

Health insurance
Work Location: In person

Speak with the employer

+91 8310135516