Assistant Manager - Quality Analyst

Unext Learning; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Unext Learning is seeking an Assistant Manager Quality to lead quality assurance activities in Bengaluru, India. The role focuses on monitoring calls, chats, and CRM for adherence to guidelines and on generating actionable feedback to improve counsellor performance.

You will drive QA metrics, generate reports, and coordinate training to close gaps, ensuring continuous improvement in service quality across interactions.

Qualifications

• Bachelor's Degree or equivalent with 3–4 years of relevant experience; postgraduate degree preferred.
• Strong knowledge of QA concepts, metrics, and continuous improvement.

Responsibilities

• Conduct quality checks via random audits on calls, chats, and CRM according to guidelines.
• Ensure 100% closure of feedback with counsellors and supervisors.
• Identify training gaps and coordinate refresher sessions for counsellors.

Skills

Quality assurance concepts

Sales metrics

Education

Bachelor's Degree or equivalent

Post-graduate degree preferred

Tools

MS-Office

CRM system

Job description

Assistant Manager Quality

WORK RELATIONS

• Main interfaces- with whom one has regular contact in carrying out one’s 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 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 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