Quality Head - Telesales Process - Insurance

We are looking for a Quality Head/ Chief Manager with a proven track record in the BPO industry, specifically in telesales and online sales. The ideal candidate will have a minimum of 10 years of quality exposure in the BPO space and at least 6-7 years of experience managing or heading a quality function. This role is critical in ensuring that our sales processes are efficient, effective, and consistently meet the highest quality standards.

Key Responsibilities:

- Lead and manage the quality function for our telesales and online sales units.

- Develop and implement comprehensive quality assurance policies and procedures.

- Monitor and evaluate the performance of telesales and online sales teams to ensure adherence to quality standards.

- Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.

- Collaborate with operations and training teams to design and deliver effective training programs that enhance quality and performance.

- Analyze quality metrics and generate reports for senior management, providing insights and recommendations for continuous improvement.

- Stay updated with industry best practices and incorporate them into the quality management framework.

- Foster a culture of quality and continuous improvement within the organization.

Qualifications:

- 16+ years of overall experience with a minimum 10 years of quality exposure in the BPO industry, specifically in telesales and online sales.

- At least 6-7 years of experience managing or heading a quality function.

- Strong understanding of quality assurance methodologies and tools.

- Strong analytical and presentation abilities; experience using tools such as Power BI, Tableau, or Excel dashboards.

- Flexibility to travel up to twice a week for reviews, audits, and partner visits.

- Proven ability to lead and motivate a team to achieve high performance.

- Strong communication and interpersonal skills.

- Ability to work collaboratively with cross-functional teams.

- Bachelor's degree in a related field; advanced degree or quality certification is a plus.

Preferred Skills:

- Experience with quality management systems and standards such as Six Sigma, ISO, or COPC.

- Familiarity with CRM systems and telesales/online sales platforms.

- Proficiency in data analysis and quality reporting tools.