A look from the inside: How does Quality Manager affect the quality of work of Affiliate Managers?
At CatAffs, we strive to ensure effective communication throughout our partnership. Our priority is to improve the quality of interaction with our affiliates.
The quality manager is responsible for maintaining a high standard of support. We have interviewed our quality manager to gain a deeper understanding of the specifics of his job and how exactly he influences the improvement of the quality of communication between CatAffs managers and affiliates.
It will be very interesting, so let's go!
— What is the primary responsibility of a quality manager??
— One of the main responsibilities of a quality manager is to improve the quality of interaction between affiliates and the affiliate program.
— In your opinion, why is this important and what does it affect?
—This improves the experience between affiliates and the affiliate program and encourages managers to do their jobs better.
— What metrics do you use to measure the success of affiliate managers in attracting and managing affiliates? What factors do you consider most important when evaluating the quality of our managers?
— First of all, it is the number of new affiliates and their profitability. When evaluating the quality of the managers' work, I pay attention to compliance with the program's rules and standards, the quality of traffic and conversions.
— How do you evaluate the negotiation and problem-solving skills of affiliate managers?
— The evaluation is done by analyzing the communication of the affiliate managers. It is also important to take into account their tone, empathy and effectiveness in solving current problems. Key indicators of their skills include clarity of answers and the ability to compromise. The results of these assessments are used to further develop and improve managers' performance.
— Do we provide training and consultations after each inspection and performance review?
— Yes, we do. Training and consultation are essential components of the quality management process. Following a performance review, it is common to identify areas for improvement or additional training needs. Employees can refine their skills and knowledge through bi-weekly general meetings with the department manager and personal consultations once a month after the review to further improve performance. This approach promotes continuous development of specialists and contributes to overall performance.
— What are the most common mistakes made by managers? What aspects of the team's work quality would you like to improve?
— One of the most common mistakes made by managers is a lack of clarity and specificity in their statements, which can lead to misunderstandings. While the human factor cannot be eliminated, quality communication is key to successful cooperation.
— Do you identify potential communication risks between managers and affiliates? Is the script elaborated according to each manager's communication model?
— Of course, this is one of the most important aspects of my job. These risks can include conflict, an unfortunate tone of communication, failure to follow through on commitments, or poor problem solving.
As for scripts, they can be useful in certain cases, especially to standardize the way we communicate, but they need to be flexible to accommodate the individual characteristics of each affiliate and the context of the interaction.
For instance, affiliates with high traffic volumes can benefit from a standardized approach, while those with lower volumes may require more customization and support.
— How do our managers gain knowledge on affiliate programs, traffic, brands, and other relevant information to efficiently provide it to our affiliates?
— We train our managers through educational materials, one-on-one consultations, ongoing updates, and collaborative events. They have access to various resources to understand the basic principles of the affiliate program.
In addition, we hold general consultations with the Head of Department and the Quality Manager to help them understand the complex aspects of traffic and the principles of interaction with affiliates. This facilitates the exchange of experience and mutual learning between affiliates.
— Which strengths can you already highlight in the CatAffs managers?
—I think our affiliate managers are very communicative, analytical, organized and technically competent. They can effectively communicate with affiliates, analyze data, manage multiple tasks, and understand the technical aspects of affiliate marketing.
In addition, they have the strategic mindset to develop and implement effective strategies. And their creativity helps them find new ways to succeed and solve problems.
—Which challenges do you see in working with affiliate managers and how do you plan to overcome them?
— You may face communication difficulties due to different personalities, as well as difficulties in managing a large number of accounts and analyzing performance. In order to solve these problems, I plan to use effective communication, automated tools for management and monitoring, and provide support and training to affiliates. In addition, I also plan to regularly analyze the results and improve the program based on the findings.
Conclusion
The role of affiliate managers is crucial for the success of an affiliate program. Effective collaboration between quality managers and affiliate managers, including support and training, along with the utilization of modern tools and analytical methods, can enhance the quality of cooperation and help achieve desired objectives.
We have full confidence in the quality of our managers' service. If you want to see how it works in practice, join us now and become a partner of CatAffs! To register, follow the link or email your manager. Our team will answer any questions.