Quality Assurance Executive

Description

Quality Assurance Executive (QA) is responsible for assessing the quality of the performance of our telemarketers who deal with our existing and potential customer. The QA will monitor outbound calls , technical accuracy, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall RinggitPlus customer’s experience.

RESPONSIBILITIES

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides performance trend to management team.
• Uses quality monitoring data to compile and track performance at team and individual level.
• Share feedback on what telemarketers can do differently to improve the sales performance.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Need to conduct coaching whenever necessary.
• Complaint management - Create incident report within 24 hours upon complaint being raised
• Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

• Minimum 2 year of experience in call center as Quality Assurance
• Education : Minimum Diploma
• Knowledge in banking sector especially for credit cards and personal loan
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to provide exceptional customer care
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast paced, team environment