The Quality Manager is responsible for overseeing and maintaining the quality of customer service and sales processes within a banking telesales industry. Key responsibilities include:
- Developing and implementing quality assurance procedures and frameworks to monitor and analyze agent performance, adherence to policies/scripts, and customer satisfaction.
- Conducting regular call monitoring, customer surveys, and other quality audits to identify areas for improvement.
- Providing constructive feedback and coaching to telesales agents to enhance their skills and drive continuous performance improvement.
- Collaborating with training, operations, and workforce management teams to design and deliver targeted training programs.
- Tracking and reporting on key quality metrics such as first call resolution, average handle time, and customer satisfaction scores.
- Identifying root causes of quality issues and implementing effective corrective actions.
- Ensuring compliance with all relevant regulations, guidelines, and internal policies.
- Suggesting process improvements and innovations to enhance the overall customer experience.
- Managing a team of quality assurance specialists and analysts.
- Bachelor's degree in business, operations management, or a related field; master's degree preferred- 5+ years of experience in a quality management or assurance role, preferably in a high-volume contact center or telesales environment- Strong understanding of quality management principles, frameworks, and best practices- Excellent analytical and problem-solving skills, with the ability to interpret data and drive data-driven decisions- Proficient in call monitoring, customer survey design and analysis, and root cause analysis techniques- Exceptional communication and interpersonal skills, with the ability to provide constructive feedback and drive change- Familiarity with banking/financial services industry regulations and compliance requirements- Experience managing and developing a team of quality assurance professionals- Proficient in the use of quality management software and tools- Ability to work in a fast-paced, target-driven environment and juggle multiple priorities