Job Openings Quality Assurance – Telemarketing or Customer Services

About the job Quality Assurance – Telemarketing or Customer Services

Job responsible:


  • Perform and support in design and creating scripts for new products, call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team
  • Listening in on incoming and outgoing calls to ensure excellent customer service and effective product presentation
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Performs monitors of customer care email responses
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Support training new hires on the importance of following scripts and on best practices during a call
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for customer service staffs
  • Provides feedback to customer service team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review
  • Updated procedures and scripts based on customer response and aligning to business needs 

 

Monitoring

  • To monitor inbound and outbound call and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures

 

Improvement and training

  • To 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 Carsome customer’s experience

 

Quality control/assurance

  • Quickly identify internal control deficiencies and draw the appropriate conclusions

 

Requirements:

  • Graduated in Bachelor Degree any related field
  • Experience in Call Center or Quality Assurance for Telemarketing or Customer services 3-5 years     
  • Excellent verbal, written and interpersonal communication skills
  • Sales and teaching ability
  • Outstanding customer service and negotiation skills
  • Must be self-motivator and self-starter. Good teamwork and able to supervision and coaching team 
  • Excellent in listening and data analytical skills
  • Solid time management skills
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office
  • Bi-lingual a plus