Quality Manager

Globiva; North 24 Parganas District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Globiva is seeking a Quality Manager for the Sales Process to lead the Quality Assurance function in our Kolkata operations. The role focuses on evaluating customer interactions, monitoring calls, and strengthening quality standards across the sales cycle.

You will implement robust quality frameworks, scorecards, and actionable feedback to drive improvements in sales performance and customer experience. The candidate should have a minimum of 5 years in a Sales Process and prior QA leadership

Qualifications

• Minimum 5 years of experience in a Sales Process.
• Prior experience in a Quality/QA leadership or managerial role.
• Strong knowledge of Quality Audits, RCA, Calibration, Call Monitoring, and Quality Metrics.
• Good understanding of sales KPIs and performance parameters.
• Proficiency in MS Excel and MIS reporting.
• Ability to manage and mentor a Quality team.

Responsibilities

• Manage and lead the Quality Assurance function for the sales process.
• Monitor and evaluate customer interactions, calls, and sales conversations to ensure process and quality standards.
• Develop and implement quality monitoring frameworks, scorecards, and evaluation parameters.
• Identify quality gaps and provide actionable feedback to improve sales performance and customer experience.
• Conduct regular quality audits, calibration sessions, and RCA (Root Cause Analysis).
• Work closely with Operations and Training teams to improve overall process performance.
• Track and analyze key quality metrics and prepare regular MIS reports.
• Identify recurring errors, compliance issues, and process gaps and recommend corrective actions.
• Coach and mentor the Quality team to maintain consistent evaluation standards.
• Ensure adherence to process guidelines, SOPs, compliance requirements, and client expectations.
• Drive continuous improvement initiatives to improve sales conversion, customer experience, and quality scores.

Skills

Quality Assurance

QA Leadership

Call Monitoring

Root Cause Analysis

Stakeholder Management

MS Excel

MIS Reporting

Coaching & Feedback

Quality Metrics

Sales KPIs

Job description

Job Description Quality Manager (Sales Process)

Position: Quality Manager
Industry: BPO / Contact Center
Process: Sales

Experience Required: Minimum 5 Years in Sales Process

Location: Kolkata

Key Responsibilities

• Manage and lead the Quality Assurance function for the sales process.
• Monitor and evaluate customer interactions, calls, and sales conversations to ensure process and quality standards.
• Develop and implement quality monitoring frameworks, scorecards, and evaluation parameters.
• Identify quality gaps and provide actionable feedback to improve sales performance and customer experience.
• Conduct regular quality audits, calibration sessions, and RCA (Root Cause Analysis).
• Work closely with Operations and Training teams to improve overall process performance.
• Track and analyze key quality metrics and prepare regular MIS reports.
• Identify recurring errors, compliance issues, and process gaps and recommend corrective actions.
• Coach and mentor the Quality team to maintain consistent evaluation standards.
• Ensure adherence to process guidelines, SOPs, compliance requirements, and client expectations.
• Drive continuous improvement initiatives to improve sales conversion, customer experience, and quality scores.

Eligibility & Requirements

• Minimum 5 years of experience in a Sales Process is mandatory.
• Prior experience in a Quality/QA leadership or managerial role is preferred.
• Strong knowledge of Quality Audits, RCA, Calibration, Call Monitoring, and Quality Metrics.
• Good understanding of sales KPIs and performance parameters.
• Strong analytical, communication, and stakeholder-management skills.
• Proficiency in MS Excel and MIS reporting.
• Ability to manage and mentor a Quality team.

Preferred Skills

Quality Management | Sales Process | BPO | Call Auditing | RCA | Calibration | Quality Scorecard | Sales KPIs | MIS | Coaching & Feedback | Process Improvement