Quality Assurance, Inbound & Governance, Analyst

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About the Role

To deliver professional, cost effective and quality telesales to achieve the mission and objectives of Direct Channel Sales, as well as to meet the business targets/objectives of the business units who are using our service.

Roles and Responsibilities

• To objectively assess and constructively criticize the quality of phone handling skill of Tele Assist Representative (TA) according to preset criteria.

• To handle inbound calls from customers via inbound hotlines who are responding to missed calls by Tele Assist Representative (TA), product or general inquiries, cancellation of purchase, follow-up on sales confirmation and SMS received due to pending QA.

• To ensure accurate and timely QA report and to hold regular calibration session with the call center counterparts, provide constructive criticism and feedback on vital areas of call quality and performance.

• To highlight areas to improve quality and to recommend ways to continuously uplift TSR performance.

• Identify and recommend training requirement and to hold briefing sessions to TSR to ensure the quality objectives of call center and the quality assurance scheme is adequately communicated.

• To conduct customer satisfaction surveys on Tele Assist Representative (TA) performance.

• To comply with relevant company policies and Direct Channel Sales House Rules & Regulations.

Minimum Job Requirements:

• Minimum SPM qualification. Preferably degree/diploma holders.

• Preferably with sales/telemarketing/call centre experience

• Not required

• Excellent listening, verbal, written, and interpersonal communication skills.Keen attention to detail. Good judgment and decision-making capabilities. An effective time manager who can perform in a fast-paced, deadline-oriented environment. Knowledge of Microsoft Office Suite Products. Ability to organize, prioritize, adapt to change and work in a fast-paced environment. Proficiency in Chinese language a plus.