Quality Assurance – Telemarketing or Customer Services

What You Will Do

• Perform and support in design and creating scripts for new products, call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team
• Listening in on incoming and outgoing calls to ensure excellent customer service and effective product presentation
• Uses quality monitoring data management system to compile and track performance at team and individual level
• Performs monitors of customer care email responses
• Participates in customer and client listening programs to identify customer needs and expectations
• Support training new hires on the importance of following scripts and on best practices during a call
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates call calibration sessions for customer service staffs
• Provides feedback to customer service team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review
• Updated procedures and scripts based on customer response and aligning to business needs 

 Monitoring

• To monitor inbound and outbound call and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures

 Improvement and training

• To assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Carsome customer’s experience

Quality Control / Assurance

• Quickly identify internal control deficiencies and draw the appropriate conclusions

 What You Will Need

• Graduated in Bachelor Degree any related field
• Experienced in Call Center or Quality Assurance for Telemarketing or Customer services 3-5 years     
• Excellent verbal, written and interpersonal communication skills
• Sales and teaching ability
• Outstanding customer service and negotiation skills
• Must be self-motivator and self-starter. Good teamwork and able to supervision and coaching team 
• Excellent in listening and data analytical skills
• Solid time management skills
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office
• Bi-lingual a plus