Quality Manager (Call Centre)

centreJob Description – Quality Manager (Call Centre)

Location: Hyderabad HO
Reporting To: Business Head

Role Overview

The Quality Manager will oversee and ensure the quality of all customer interactions across incoming calls, outgoing sales calls, Wati chats, and operational communication. The role focuses on monitoring, evaluating, and improving customer experience across the call center.

Key Responsibilities

• Monitor incoming calls, evaluate call handling, script adherence, and service quality.
• Review Wati/WhatsApp chats for tone, accuracy, TAT and customer satisfaction.
• Audit outgoing sales calls for lead conversion quality and follow-up standards.
• Prepare weekly quality reports and highlight gaps or improvement areas.
• Conduct refresher training and coaching sessions for agents.
• Ensure SOP compliance across all communication channels.
• Identify repeated issues and coordinate corrective actions with team leads.

Skills Required

• Strong communication & evaluation skills
• Experience in monitoring calls/chats
• Analytical mindset with attention to detail
• Ability to coach and guide team members
• Customer-first approach

Experience

• 2–7 years in call quality, customer experience, or call centre supervision.
• Experience with inbound/outbound call monitoring preferred.

Qualification

• Any Graduate

*** Intrested Candidates can reach me on Email: krishna.kanth@avaanindia.com or WhatsApp: 9848653525. ***

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹65,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person