Lowongan Kerja QA TEAM LEADER

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Supervise a team of auditors to complete the auditing of sales calls made by the Project Team. Coordinate the preparation and approval of the deviation listing. Identity Telesales Executives (TSE) and Project Teams that need coaching and call calibration and deliver them as per scheduled by Team Leader.

Key Responsibilities

1. Supervise a team of auditors who are assigned to audit sales calls made by TSEs and detect non compliance of information provided to customers and also measure conformance to the 10 golden rules.
2. Coach and guide the QA auditors to deliver accurate and precise audit results with action plan for improvement. Conduct audit calibration sessions with auditors to create the environment to learn and enhance their auditing skills.
3. Retrieve and listen to archived call records and prepare Complaint Analysis Report on customer complaints received from clients.
4. Perform live call monitoring on the call floor and provide immediate feedback to TSE and also Team Leaders. Coach TSE immediately if need be.
5. Prepare coaching schedule for TSEs who have been continuously under performing and assign QA resources to carry out the scheduled coaching sessions. Continuously monitor the performance of coached TSE.
6. Prepare Call Calibration slides and sample recordings, schedule call calibration sessions and perform call calibration for the entire campaign.
7. Periodically conduct adequacy review of all campaign deviation list together with project team to ensure it is constantly kept updated.

Qualifications

* Posses a Bachelors Degree in any filed
* At least 2 years of relevant experience in tele sales or customer service
* Good analytical skills, problem-solving skills, systematic, attentive to detail and able to work independently
* Resourceful, self-motivator, team player, fast-learner and change agent
* Strong in planning and organizing skills
* Proficiency both spoken and written English

If you meet our requirements, please send your updated resume with recent photograph to:

Human Resources Department
Or email at: recruitment@teledirect.co.id

Only shortlisted candidates will be notified.

To view more information on our company profile, please visit our website
www.teledirect.co.id

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