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

Quality

  • 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
  • JOB REQUIREMENTS

  • 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.)
  • COMPENSATION & BENEFITS

  • 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
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Nộp đơn
    Email của tôi
    Bằng cách nhấp vào "Tiếp tục", tôi đồng ý với neuvoo để xử lý dữ liệu của tôi và gửi cho tôi thông báo qua email, như được nêu chi tiết trong Chính sách bảo mật của neuvoo. Tôi có thể rút lại sự đồng ý của tôi hoặc hủy đăng ký bất cứ lúc nào.
    Tiếp tục
    Mẫu đăng ký