Assistant Manager

Organization process

• Key contributions
• Frequency

Training

• Prepare training material for New Phone Bankers
• Certification/ Motivation of Phone bankers
• Timely Completion of training
• Coaching callers based on quality scores for improvement
• Training to improve sales
• Daily / Monthly

Quality Evaluations

• Ensure Quality Lead generation from the Phone Banker
• Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines
• Timely feedback to caller
• Collect customer feedback and review scripts regularly
• Conducting Monthly certifications for the unit to assess product/process/ system.
• Analyze the training requirements bases the feedback shared.
• Daily / Monthly

MIS

• Prepare the Quality MIS
• Ensure the MIS is published to the relevant stakeholders on time.
• Daily/ Weekly/ Monthly

Others

• Assist in preparation of process notes or system requirements
• Projects to improve overall lead quality