Posted:4 weeks ago|
Platform:
Work from Office
Full Time
Role & responsibilities Develop and enforce Call quality control procedures and standards Done by ( CRM , Sales ). Supervise the call quality and will provide feedback. Conduct inspections and tests on daily calls. Identify quality issues and recommend improvements or corrective actions. Maintain accurate documentation of calls, test results, and corrective actions taken. Coordinate with the sales and CRM departments to resolve quality problems and ensure the correct information flows to the external stake holders/customers. Ensure compliance with industry standards, regulatory requirements, and internal policies. Prepare reports and present quality performance metrics to senior management. Manage audits (internal and external) and support certification processes. Investigate customer complaints related to quality and lead root cause analysis. Candidate Requirement: Eye for detail in unit inspections. Strong communication and coordination skills. Familiarity with CRM tools (e.g., Salesforce, Zoho) and project management software. Customer-first mindset with analytical and documentation proficiency.
Kohinoor Development
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