Job Openings Commercial - Quality Assurance Executive

About the job Commercial - Quality Assurance Executive

At Topica, our mission is to make education accessible to everyone and enable lifelong learning. We’re a multidisciplinary team that’s passionate about creating products that improve people’s lives. We believe our growth would come by building a core team that will focus exclusively on how to make world-class products.

Job Description

● Measure Telesales agent performance and process performance via recordings and case audits, providing feedback (main task).

● Giving daily coaching to agents for any mistakes found (if required) from QA results (main task).

● Identify potential quality issues in the defined process and escalate potential quality issues immediately to management for resolution.

● Analyze and improve existing enterprise process methods and workflow to promote effective operations through standardization, improvement, simplification.

● Work with supervisors on employee coaching, training and development to enhance or correct the behaviors that lead to excellent seller care service.

● Other tasks assigned by higher management.

Requirements:

● Bachelor degree

● At least 2 years of experience in quality assurance with developing and implementing training programs in a call center environment.

● Excellent oral, written, interpersonal communication skills and leadership.

● Ability to multitask and perform in a constantly changing environment.

● Soft skills: problem-solving, analytical mindset, critical thinking, meticulousness to detail and a strong result orientation is essential.

● Good coaching skill is a plus