Call Center Quality Assurance


About You

Quality Assurance Executive (QA) is responsible for assessing the quality of the performance of our telemarketers who deal with our existing and potential customers. The QA will monitor outbound calls, technical accuracy, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall RinggitPlus customer’s experience.

Your Day-to-Day

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides performance trends to the management team.
  • Uses quality monitoring data to compile and track performance at team and individual level.
  • Share feedback on what telemarketers can do differently to improve the sales performance.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Need to conduct coaching whenever necessary.
  • Complaint management - Create incident report within 24 hours upon complaint being raised
  • Perform other duties as assigned.

Your Know How

  • Minimum 1 year of experience in call center as Quality Assurance
  • Knowledge in banking sector especially for credit cards and personal loan
  • Diploma
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to provide exceptional customer care
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  • Bi-lingual a plus

Ready for the challenge?

Send your resume and cover letter to [email protected]