Quality Team Leader - BPO
$360,000–$420,000 year
On-siteMumbai, Maharashtra, India
Job Summary
Monitor inbound and outbound sales calls to ensure compliance with quality standards and scripts, conducting regular audits and scorecards for sales agents. Provide structured feedback and coaching sessions, while analyzing trends in sales performance and quality scores to recommend strategies for improving conversion rates and customer satisfaction. Prepare daily, weekly, and monthly quality reports, presenting insights and improvement plans to management and tracking KPIs such as CSAT and compliance scores. Work closely with sales managers to implement action plans and support training teams in designing modules based on quality findings.
Required Qualifications
- Strong understanding of sales processes in a BPO environment
- Excellent communication and interpersonal skills
- Analytical and problem-solving abilities
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.