Overview The Market Development team is our direct link to our customers and brings in the revenue. It includes sub teams like Renewals, HVM (High Value Memberships), Hubs, and Retail Centres. They might be spread across locations but they are united by one cause... What s the sale for today.
Role - As a Quality Executive, you will be responsible to maintain and improve quality of the services provided. To be a successful Quality Executive, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Quality Executive is the one who will build a customer-focused culture that is continuously improving the systems that deliver success.
What you will do in this role
Mentor and develop the team
Evaluate calls by way of Live Bargin, Mock calls, Recorded calls, chats and e-mails.
To Monitor Quality performance of employees during the calls provide feedback
To enhance the quality, productivity presentation of calls
To assist in Sales targets for the month by hand holding and motivating Process Associates
To prepare report after evaluating all employees
Doing Tape-review sessions as per the frequency set
Assisting in process improvement initiatives
Need to take projects
Execute and follow-up on the Coaching Action Plans
To follow quality processes thoroughly using checklist standards
Participate in huddle sessions, share inputs with Team members related to error trends, process updates and tech issues. Working in close tandem with Asst. Mgrs and other owners on the process for an excellent team and process performance
Coordinate calibration sessions and adherence towards enhancing calibrated process performance
Identify training needs and organize training interventions to meet quality standards
Need to identify the projects review project improvement teams and results
What you should have
Bachelors Degree
Familiarity with web technology and comfortable with the Internet.
Very strong verbal communication skills and writing skills.
Clear diction and clarity in speech
Extremely detail oriented and ability to organize.
Excellent Analytical skills with good excel knowledge
Problem-solving ability creative - out of the box thinker
Should be familiar with effective objection handling
Strong integrity and work ethics.
Familiarity with web technology and comfortable with the Internet
Very strong verbal communication skills and writing skills
Clear diction and clarity in speech
Extremely detail oriented and ability to organize
Excellent Analytical skills with good excel knowledge
Problem solving ability and creative out of the box thinker
Should be familiar with effective objection handling