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Quality Assurance Operations Manager
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This role requires a proactive mindset with a focus on continuous improvement. As a QA Operations Manager, you will play a critical role in ensuring high-quality performance across multiple channels, including calls, emails, and chats. Your key responsibilities will include Call Evaluations, Email and Chat Evaluations, and providing timely Feedback and Coaching Sessions.
Main Responsibilities:- Evaluate and assess B2B sales calls for quality, accuracy, and adherence to company guidelines.
- Provide detailed feedback and actionable recommendations for improvements.
- Review sales-related email and chat communications for clarity, professionalism, and effectiveness.
- Ensure emails and chats align with brand tone and customer engagement standards.
- Monitor inbound sales leads to ensure proper handling and response time.
- Evaluate the quality of inbound lead engagement and provide feedback for improvement.
- Plan and conduct training sessions aimed at improving sales performance and customer engagement.
- Address specific areas of improvement based on audit findings and trends.
- Monitor trends and data related to sales performance, customer behavior, and quality metrics.
- Use data analysis to identify areas for improvement and report on performance trends.
