Assistant Manager Quality

Unext Learning; Bengaluru; On-site; INR 400,000 - 640,000; Full time

Job summary

Unext Learning in Bengaluru is hiring for a Call Monitoring role focused on quality assurance across sales calls, chats, and CRM audits. You will ensure timely feedback, oversee onboarding mock sessions, and drive continuous improvement through data-driven QA practices.

Ideal candidates hold a Bachelor's degree (Post-graduation preferred) with 3–4 years' experience, and are proficient in MS-Office and CRM tools. Strong grasp of sales metrics and QA concepts is required.

Qualifications

• Bachelor's degree or equivalent with 3–4 years of relevant work experience.
• Post-graduation is preferred; strong MS-Office skills.
• Working knowledge of CRM applications.
• Solid understanding of QA and continuous improvement concepts.
• Familiarity with sales metrics.

Responsibilities

• Conduct quality checks via audits on calls, chats and CRM activities.
• Meet monthly assigned audit targets.
• Flag follow-ups or invalid leads to counsellors and supervisors in real time.
• Perform mock calls for onboarding new counsellors.
• Ensure 100% feedback closure with counsellors and supervisors.
• Identify QA gaps and plan refresher sessions with the team.
• Maintain counsellor-wise productivity tracker and generate reports.
• Lead data curation and update product Ready Reckoners & test questions.
• Share monthly talk-time achievements with counsellors.

Education

Bachelor's degree

Post-graduation (preferred)

Tools

CRM

MS-Office

Job description

Call Monitoring

• Conducting quality checks as per defined guidelines via random audits on sales calls, Chats & CRM audits
• Meeting the monthly Assigned Number of audits
• Follow up not done /Task not created/Invalid lead lost feedback is highlighted to counsellor & supervisor on real time
• Mock Calls for New counsellors as a part of onboarding Feedback Closure
• Ensuring 100% closure of feedback with counsellors and their supervisors Training Need Identification
• Identifying gaps while auditing, sharing feedback with the team for conducting refresher sessions with counsellors Quality Reports & Documentation
• Counsellor wise Productivity Tracker
• Generate timely and accurate reports
• Lead lost data
• Preparing/updating product Ready Reckoners & Test Questions
• Sharing Monthly Talk time achievement Certificates with counsellors

Key Success Factor

• Timely monitoring and Feedback to all agents and their managers
• Improvement of Quality scores of sales counsellors post feedback

Qualification and Experience

• Bachelor's Degree, or the equivalent combination of education, professional training, and related work experience of at least 3-4 years
• Post-graduation is preferred Skills and Knowledge and Competencies MS-Office
• Working knowledge of any CRM
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
• Knowledge of various sales metrics