Company Name : Matrimony.com Limited
Qualification : Graduate
Experience : 1 – 3 yrs
Salary : 2,00,000 – 2,50,000 P.A.
No of Openings : 1
Work Location : Bengaluru
Job Description
Designation: Executive/ Senior Executive
Role: Quality Analyst- Telesales
Reporting to: Senior Quality Analyst Function Revenue Generation- CBS /BM Brief Description about the role:
Responsible to ensure that quality targets are achieved and exceeded by our telesales work teams and to ensure day to day quality assurance, quality systems and compliance processes are improved. Skill sets: Required knowledge of computer and expert in Microsoft Office (Excel, Word, and PowerPoint)
Ability to be an excellent leader so train others in telesales or telemarketing function.
Energy domain, billing, financial or other numeric analysis experience desirable
Good written and verbal communication skills.
Good coaching and feedback when required
Good interpersonal skills Core Competencies: Should have thorough knowledge of people management, team handling responsibilities and handling situations in particular scenarios
Strong ability to barge calls, call monitoring, process monitoring. Key Deliverable: As a team member within a highly collaborative team, the QA will provide mentoring , advice to other team members, as well as participate in performance reviews and provide training paths
Daily call Audit of at least 25 Tele Sales & Services Associates(TSSA)
Daily call pull sheet is to be maintained and shared with the respective Business Managers.
Accomplish weekly quality check reports and scorecards
Must spend 3 hours a day in the team and give spot feedback on calls to the Unit Managers/ Team Leader.
Accountable for performance of 0-1 bucket TSSAs
Ramp up tighter quality controls for all Telesales teams.
Present Monthly, Quarterly and Yearly Assessments of the Teams performance.
Identify areas of improvement in associates performance through trending and analysis
Initiate process improvements to effectively align teams capabilities with current and future needs
Conduct calibration sessions to ensure uniformity of understanding
Recommend training programs necessary to drive improvement for low performers.
Develop test methods and techniques to ensure in-depth knowledge of policies and procedural guidelines
Perform other tasks/projects assigned by the immediate superior
Articulate operational issues and trends to management
Work independently and set priorities with only high level direction.
Keeping a track of good calls / bad calls and playing them to the TSSAs. If interested walk in for F2F discussion on below address or call Contact HR: Shilpa / 080 – 33921757 / 8123989741
Walkin on 13th Apr to 27th Apr
Walkin Time:From 9 AM
Venue:# 14 chartered center 3rd floor laskar hosur road adugodi anepalya, Bangalore – 560030, Landmark: Opp to Bescom Office
Contact : Shilpa
Telephone:080 – 33921757 / 8123989741