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