Sales Quality Manager
Our goal at FairMoney is to create the best mobile banking and point-of-sale solution for emerging markets. We started with a digital microcredit application on Android, and since then, we have expanded our offerings to include a wide range of financial services. These services include current accounts, savings accounts, debit cards, and innovative point-of-sale (POS) solutions for merchants and agents through PayForce by FairMoney.
About The Role:
As a Sales Quality Manager at Fairmoney, you will play a pivotal role in ensuring the highest standards of quality and efficiency in our sales operations. Your primary responsibility is to design, implement, and oversee quality management programs and processes to enhance the overall performance and effectiveness of our sales team.
Roles and Responsibilities:
- Quality Management:
Develop, implement, and manage quality assurance and control programs tailored to the sales department's needs.
Establish key performance indicators (KPIs) and quality metrics to measure and improve sales performance.
Monitor and evaluate sales processes, identifying areas for improvement and implementing solutions to enhance efficiency and effectiveness.
- Training and Development:
Design and deliver training programs for sales team members to enhance their product knowledge, selling skills, and customer service.
Create and maintain a comprehensive onboarding process for new sales hires to ensure a smooth transition into their roles.
Continuously assess training needs and develop relevant content to address skill gaps
- Data Analysis and Reporting:
Analyze sales data and customer feedback to identify trends, issues, and opportunities for improvement.
Prepare regular reports on sales performance, highlighting areas of success and areas requiring attention.
Collaborate with stakeholders to develop action plans based on data-driven insights.
- Process Improvement:
Work closely with cross-functional teams to identify and streamline sales processes for maximum efficiency.
Implement process improvement initiatives, ensuring adherence to best practices and standards.
Monitor process changes and evaluate their impact on sales outcomes.
- Quality Audits:
Conduct regular audits of sales calls, transactions, and interactions with customers to ensure compliance with established quality standards.
Provide constructive feedback to sales team members and offer coaching to improve their performance.
- Customer Experience Enhancement:
Collaborate with the customer support and product teams to align sales efforts with customer expectations.
Develop strategies to enhance the overall customer experience and satisfaction during the sales process.
- Quality Documentation:
Maintain detailed records of quality assurance activities, audit results, and training materials.
Ensure that all sales-related documentation complies with regulatory and company standards
- Bachelor's Degree in Business, Sales, Quality Management, or related field. Master's degree is a plus.
- Proven experience in quality management, preferably in a sales or customer-facing environment.
- Strong knowledge of quality management principles, methodologies, and best practices.
- Exceptional analytical and problem-solving skills.
- Excellent communication and presentation abilities.
- Detail-oriented with a focus on continuous improvement.
- Proficiency in data analysis and reporting tools.
- Certifications in quality management (e.g., Six Sigma, Lean) is advantageous.
- Private Health Insurance
- Performance Bonus
- Pension Plan
- Training & Development
- A screening call with a member of the recruitment team for 30 minutes.
- Technical interview with the hiring manager for 30 to 60 minutes.