As a Quality Assurance Specialist, your role will be crucial in ensuring high-quality standards in our telesales operations. You will actively monitor, evaluate, and enhance the performance of agents, ensuring they meet compliance and sales efficiency targets.
Call Monitoring & Scoring:
Listen to call recordings and provide real-time support to agents during consumer interactions.
Score agent calls based on quality standards and provide feedback.
Non-Compliance Detection & Reporting:
Identify and record non-compliance issues during agent interactions.
Propose actionable reports and suggest training plans for agents to improve performance.
Training & Coaching:
Work closely with Trainers and Team Leads to coach and train agents, fostering continuous improvement.
Suggest solutions to enhance call quality and overall sales efficiency.
Collaboration & Continuous Improvement:
Coordinate with different teams to implement solutions aimed at improving agent performance.
Participate in other tasks assigned by the Operations Manager (OM).
Yêu Cầu Công Việc
Minimum 6 months of experience in a QA/QC role, ideally within a telesales environment.
Strong understanding of telesales processes and experience in monitoring sales calls.
Sharp attention to detail, with the ability to identify non-compliant behaviors during calls.
Proven experience in training and coaching agents to improve performance.
Preferred Skills & Experience:
Skilled in analyzing call recordings to identify problems and propose effective solutions.
Strong communication skills, with the ability to motivate and inspire team members for improvement.
Benefit:
Competitive Compensation: Attractive salary based on performance, 13th-month salary, quarterly, and annual KPI rewards.
International Environment: The company has foreign investment, offering a diverse and dynamic work culture.
Professional and Dynamic Work Environment: Free parking, opportunities for professional growth, and a non-family business atmosphere.
Career Development: Regular salary reviews every June and opportunities for career advancement.
Comprehensive Benefits: Social and health insurance, along with full compliance with labor laws.
Team Building & Events: Participate in annual team-building activities, Year-End Party, and monthly celebrations such as birthday parties and holiday events. Employees and their families also receive gifts for major holidays (March 8, June 1, October 20, Mid-Autumn Festival, etc.).
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