Assistant Manager Quality

Unext Learning; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Unext Learning is seeking a QA/Call Monitoring professional to perform quality checks across sales calls, chats, and CRM activities in Bengaluru. The role emphasizes timely feedback to counsellors and supervisors, ongoing training needs assessment, and robust reporting to drive performance improvements.

The ideal candidate will have a Bachelor's degree with 3–4 years of relevant experience and a preference for candidates with postgraduate qualifications.

Qualifications

• Bachelor's Degree or equivalent with 3–4 years of relevant experience.
• Post-graduation is preferred and advantageous.

Responsibilities

• Conduct quality checks via random audits on calls, chats, and CRM.
• Meet monthly audit targets and ensure timely completion of Feedback.
• Provide real-time feedback to counsellors and supervisors to close gaps.
• Perform onboarding mock calls for new counsellors and document outcomes.
• Ensure 100% closure of feedback with counsellors and supervisors.
• Identify Training Needs and provide targeted refresher sessions.
• Maintain counsellor productivity trackers and generate timely reports.
• Prepare/update product Ready Reckoners and test questions.
• Distribute monthly Talk Time achievement certificates.

Skills

Quality assurance concepts

Continuous improvement

Sales metrics knowledge

Education

Bachelor's degree or equivalent

Post-graduate degree preferred

Tools

MS-Office

CRM software

Job description

WORK RELATIONS

• Main interfaces- with whom one has regular contact in carrying out ones duties (whom one reports to direct & functional and to whom one has interface within and outside the organization?)

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 feedbacks 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 dataPreparing/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 counsellor’s 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