TRAINING AND QUALITY ASSURANCE Vencore Global Services

About Vencore Global Services

The Vencore Global Services is one of the biggest B2B & B2C outbound telemarketing company. We work with many of the world's leading organisations. We have an unrivalled track record of providing high quality sales lead generation, appointment setting, data enhancement, market research and customer care services in both English and a wide range of other native languages. With trained and salaried agents we can deliver high quality results at any scale.We are committed to making a lasting impression that results in customer acquisition and long-term relationship.

Job Description

Job Description:- Lead Generation Executive/ Customer sales
Location :- Lane no 2 plot no 7 , near Saket metro station gate no 2 walk-in-distance from the metro.
Education Qualification- Graduate
Experience: 1+ Years of Experience in a role at the contact centre and experience in audit and/or quality management in international sales
Salary:- 25000 to 45000
Number of Position:- 1
Working Hours/Timings:- 5 AM to 2 PM- Fixed shifts (Saturday- Half-day & Sunday- Week-Off)
Additional Benefit (if any):- One side Cab, Huge Incentive Plans
Duties & Responsibilities:

• Design, implement and monitor the Quality Assurance formats and standards.
• Design, approve, and evaluate all training programs, and training materials.
• Meet all client agreed upon KPIs and performance parameters.
• Ability to observe, analyse and give constructive feedback.
• Basic knowledge of six sigma and quality tools.
• Conduct and analyse TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills.
• Provide feedback to section managers on training/coaching requirement for their employees
• Provide external training budget estimate for management approval and to be incorporated in company’s annual budget.
• Coordinate with the operations team to ensure all required KPIs are met.
• Build and develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values.
• To embody the spirit of excellence through team building, leadership and sound people management skills.
• To identify areas of development and under performance and take corrective actions.
• To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement.
• To be a single point of contact with the team and the senior management through effective communication on key deliverables.
• To ensure quality reporting and work with operations to build highly effective measurement and reward system based on data.
• Participate in client monitoring and QA programs; and identifying client expectations and needs.
• Build QA action plans based on clients’ needs and expectations.
• Communicating with Supervisors and Managers from all departments regarding the company’s operations and activities on every project.
• Determine and identify individuals training needs.
• Support performance management systems in order to enhance company’s people performance.
• Prepare and analyse internal and external quality reports.
• Manage QA team members’ performance reviews and comments.

Communication Skills:

• Strong verbal and written communication skills in English Language

Personal Skills:

• Outspoken team player
• Excellent influencing skills
• Ability to work under pressure
• Ability to multi-task
• Ability to deal effectively and patiently with others
• Customer service oriented
• Problem analysis and solving skills
• Detail oriented
• Strong knowledge of customer care processes and techniques
• Coaching and mentoring
• Analytical and logical reasoning & numerical skills.

Managerial Skill:

• Time management skills
• Handle problems quickly and efficiently
• Excellent knowledge of basic computer tools (e.g. Internet, email)
• Leadership skills
• Excellent motivator