The QA cum Trainer Specialist role is to ensure Quality measures are in place based on client’s requirements and to support Training department for necessary trainings to reach TSEs optimal Quality and efficiency.
In the areas of Quality the role will extend all process transactions to gauge leads and ensure its quality meets or exceeds deliverable expectations.
The scope of training includes train and support all new hires or existing Telesales Executives of the campaign.
The incumbent is responsible to ensure new employees receives proper product and sales training and has thorough knowledge of services whilst effectively understands and uses sales techniques, probing & closing skills and provide positive customer /sales experience.
DUTIES AND RESPONSIBILITIES:
Perform sales validation and monitor TSE’s transactions for accuracy of information and handling procedures as per documented guidelines.
Ensure TSE’s are delivering optimal service / sales experience.
Handle quality related work/assignments/projects given by the business leads.
Constantly coach and monitor as well as mentor and develop TSEs to excel in their performance.
Audit and prepare case analysis based on transactions to arrive at root cause for any deviation.
Prepare and submit daily, weekly and monthly Quality Performance reports accurately based on stipulated timelines.
Arrange and participate in monthly call calibration session with the internal and external stake holders.
Defining action plans and implement/reengineer processes to justify quantifiable process improvements and meet targets and high degree of efficiency.
Actively develop and execute action plans for continuous improvement of quality scores for all TSE’s
In charge of proofreading and ensuring all reports/presentations/emails are within guidelines.
Develop new tools, program to accelerate the learning curves of the sales staff
Responsible for the training and development of Telesales staffs on product knowledge, sales tools usage & sales skills
Provide new hired staff with training within their probation period
Design training program and improve existing training programs if it is necessary
To work closely with sales team to identify learning gaps and recommend appropriate coaching and corrective measures to improve sales /performance
Ensure the level of professional skills and knowledge of all employees is on target
To be accountable for employees training hours, attendance and successful completion of training
Responsible in up skilling competency and development of member or team through understanding the depth and breadth of campaign / business issues, follow through supports to elevate skill set and competency of the member or team
Must be native Thai speaker and ability to converse in basic English.
Bachelor’s degree in any field.
Minimum 1 year experience in the area of Quality, Training and sales (BPO field is an advantage).
Must be familiar with quality assurance functions, ability to develop and implement QA programs.
Service / sales -oriented and persistent on quality of transaction and TSEs development.
Good communication skills and able to influence people on quality assurance.
Target driven, ability to meet dateline and to enhance processes.
Applicants must be willing to work in Kuala Lumpur, Malaysia. 5 days week and at normal business hours
Results Driven, Persistence, Time Management, Telephone Sales, Customer Service, Selling / Prospecting Skills, People Management, Analytic, Detail oriented, Professional. If you have what it takes, APPLY NOW
SRG Asia Pacific, is a leading Business Process Outsourcer (BPO), specialed in Customer Relationship Management (CRM) and Call Centre Services. Our clients are market leaders in their respective industries which include telecommunications, broadcasting, insurance and advertising.
We are committed to providing the best work environment and culture for our employees and are an employer of choice within the Malaysian BPO market.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases