Senior Assistant, Sales Operations(Quality Auditor)

Job Description

Job Title : Senior Assistant, Sales Operations

Location: Gurgaon
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Assistant, Sales Operations on our Sales Operations team in Gurgaon.
Our Sales Operations team is at the heart of developing sales processes and procedures for administering, fulfilling and communicating both online and offline orders. A bridge between sales and other operational functions, we use our peerless expertise to evaluate and implement improvements to sales programs and processes – from planning and prioritization to pricing and margin strategies, sales automation, reporting and more. Put simply, we make sure the process of getting our ground-breaking products and services to customers as simple and seamless as possible.

Job Overview:
Responsible for serving as primary Quality Auditor for Chat Sales. Evaluates inbound Sales Chats and scores them based on a predetermined criteria
Job Responsibilities:

• Audit based on defined framework and procedures to monitor and report transactional quality performance across all line of businesses
• Timely tracking and reporting of performance metrics as per defined framework
• Establish methods/processes proactively to improve overall Customer experience through improving the quality framework
• Highlight key areas of improvement at people/processes/product level
• Organize and participate in training/Ops activities related to dip checks, briefings, refreshers
• Ensuring process adherence & compliance through defined audit framework
• Loop-in feedback from Sales Business Leaders and Operations team to respective stakeholders to build long-term, scalable processes
• Create and publish regular audit reports with management and clients
• Drive process improvement initiatives
• Conduct training for group of Auditors, when needed
• Conduct and attend Calibration calls to get aligned on audit parameters
• May serve as primary interfaces with other internal functions, based on BU and/or regional requirements.
• Cross functional support to other teams in the organization- Should be flexible to taking calls to support external customers (Need based)

Candidate Requirement:

• Should have excellent communication skills
• Flexible to work in night shifts
• High on ownership, partnering and working in collaboration
• Able to multi-task to manage multiple areas of responsibility
• Ability to relate actual day-to-day work to business priorities
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.

Key Competencies

• Attention to detail
• Communication skills - verbal and written
• Data collection, management and analysis
• Problem analysis and problem solving
• Sound judgment
• Customer service orientation
• Effective interaction with stakeholders
• Teamwork

Qualification:

• Graduate from a reputed university. Knowledge of MS Office is desirable

Work Experience:

• 0 to 1.5 Years
• Freshers can apply

Benefits
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you want to be at the forefront of world-class customer, operational and business support in a sales organization, this is your opportunity to develop with Dell.

Our Employee Value Proposition:

Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell