Inbound Sales Representative Associate
Designation: Inbound Sales Representative Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
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What would you do? The Quality Associate is responsible for conducting quality audits on operational processes and driving continuous improvement initiatives to meet contractual obligations and corporate performance goals. This role plays a key part in ensuring service excellence and client satisfaction through rigorous quality monitoring and actionable insights.
What are we looking for? Key Responsibilities • Conduct regular quality audits using standard sampling methodologies to ensure consistent delivery aligned with client expectations. • Participate in calibration sessions with Operations and Client teams to align on quality standards and expectations. • Perform root cause analysis on quality issues and recommend corrective actions to improve and sustain performance. • Collaborate in weekly/monthly business reviews with stakeholders to report on Quality and CSAT (Customer Satisfaction) metrics. • Provide feedback and insights to operations teams to close performance gaps and prevent client escalations. Skills & Qualifications • Proficient in using voice recording systems (e.g., NiCE or similar platforms). • Working knowledge of Microsoft Excel for data analysis and reporting. • Strong analytical skills with the ability to identify trends and root causes. • Experience in quality assurance or auditing within a service delivery environment is preferred. • Any experience in regulatory compliance (FCA, OFCOM) is preferred. • Minimum 1 Year of Calls/ Chats handling Communication & Collaboration • Engage in discussions with onshore auditors, operations teams, and SMEs to ensure alignment with current client business rules. • Participate in calibration sessions and effectively advocate for consistent application of agreed quality standards. Problem Solving • Analyze audit results to identify systemic issues and propose targeted action plans. • Collaborate with cross-functional teams to implement and monitor improvement initiatives. Leadership & Contribution • Proactively audit processes and escalate gaps or errors that could lead to client dissatisfaction or escalations. • Contribute to a culture of quality by sharing best practices and supporting team development
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines• Your expected interactions are within your own team and direct supervisor• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments• The decisions that you make would impact your own work• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work• Please note that this role may require you to work in rotational shifts
Mumbai
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