Telesales Quality & Training Manager
Home Credit
Ho Chi Minh, Vietnam
5 ngày trước


  • Monitoring of TLS Operators for providing complete and accurate information to customers following company sales scripts, training and other working materials
  • Reviewing quality of work and performance of TLS Operators through live monitoring or use of call recording system and applications
  • Identifying training needs and communicates needs to Training team as needed
  • Compiling Quality Assurance (QA) assessments of TLS Operators, and documents results within established repository in accordance with defined company policies and procedures
  • Using quality monitoring system to compile and track performance at team and individual level (for quality improvement and bonus calculation purposes)
  • Organizing calibration sessions on calls for all products / programs with TLS Call Centre managers (Manager, Supervisors, Team Leaders)
  • Providing actionable data and feedbacks to TLS managers and CRM Identifying and recognizing TLS Call Centre quality and performance trends and communicate to leadership team
  • Creating and maintaining standardized workflows and procedures.
  • Providing recommendations to other departments and teams for change and participates in analysis of workflows and procedures to improve accuracy / efficiency.
  • Developing and managing activities following M / W QC / QA plan and ad-hoc requirements
  • Training

  • Planning and completing regular trainings for all new hires and continual re / trainings for entire Telesales employees to make sure they will meet set-up goals / performance / efficiency
  • Engaging in TLS CC Managers and Operators reviews to maximize TLS performance and effectivity
  • Strategizing new training methods to be implemented
  • Collecting and interpreting data to determine effectiveness of training techniques
  • Creating, constantly maintaining and publishing training and other working materials (instructions, procedures, notices, etc.) for Telesales
  • Sales scripts

  • Creating and constantly adjusting sales scripts to maximize calls results and efficiency
  • Team management

  • Responsibility for the day-to-day activities and guidance of whole Quality & Training team
  • Set-up, explanation and evaluation of Quality & Training team’s KPIs and Goals / Targets
  • Providing leadership, direction, motivation, feedback and help. Fostering a cohesive, creative, teamwork and comfortable working environment, mediating any interpersonal issues within the team.
  • Other

  • Perform other tasks assigned by Head of Telesales

  • Bachelor Degree
  • Senior experience in a Call Centre Quality(QC / QA) role; experience in Telesales within the Consumer Finance or other FMCG business is strongly preferred
  • Experience in Training techniques and Training programme and materials development is an advantage
  • Analytical skills
  • Organizational skills
  • Team management and Mentoring, Motivational and Interpersonal skills
  • Verbally and in written form fluent in English
  • PC skills (MS Windows, MS Office, etc.)

  • 13th Salary Fixed and KPI Bonus
  • PTI Health Care for personal & 3 dependants in the family
  • 24 / 7 Accidental Insurance
  • 100% Social Insurance
  • Meal + Phone Allowance
  • Yearly Medical Checkup
  • 18 Annual Leaves
  • Professional and Transparent Working Environment
  • Apply Latest Financial Technology in the World
  • Báo cáo công việc này

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