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

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