2 hours ago
Job title : Quality Assurance Specialist Telemarketing
Job Location : Rivers
Deadline : October 27, 2024
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Job Overview:
- As the Quality Assurance Specialist, you will be responsible for monitoring and evaluating the quality of calls placed by telemarketers to our clients.
- Your role is to ensure bookings, confirmations, and chases are made correctly, and on time, and that telemarketers adhere to our communication guidelines.
- You will also provide constructive feedback, coaching, and comprehensive reports to the team lead to support continuous improvement.
Key Responsibilities:
- Conduct regular spot checks and monitor live telemarketing calls, bookings, and confirmations to ensure adherence to the organization’s quality standards and protocols.
- Verify that telemarketers accurately invite clients for presentations and provide the necessary information in a professional and timely manner.
- Identify areas for improvement in call handling, communication, and customer engagement techniques.
- Provide coaching sessions to telemarketers based on performance assessments, guiding them to improve their communication and invite processes.
- Maintain detailed records of call evaluations and produce quality assurance reports for the team lead.
- Collaborate with the team lead and other departments to suggest improvements and ensure the overall success of telemarketing initiatives.
- Ensure compliance with company policies, procedures, and any legal regulations relating to telemarketing.
- Act as a point of contact for addressing any telemarketer concerns or challenges related to call quality.
Qualifications and Skills:
- Proven experience in quality assurance, customer service, or a related role, preferably within the telemarketing or tourism industry.
- Strong attention to detail with excellent analytical and listening skills.
- Ability to provide clear, actionable feedback and conduct effective coaching sessions.
- Excellent communication and interpersonal skills.
- Proficiency in using quality monitoring tools and software.
- Strong organizational skills and the ability to generate detailed reports.
- Ability to work independently and collaborate effectively with teams.
How to Apply for this Offer
Interested candidates should send their resume and a cover letter to [email protected]
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