QUALITY CONTROL ASSISTANT MANAGER - TLS
Home Credit
HCM
hace 13 días

JOB DESCRIPTION

Call quality checking & assurance :

  • Initiate and maintain QC criteria to make sure TLS operators comply & follow TLS requirements
  • Fulfill monthly QC check plan
  • Report QC check results on weekly basis
  • Make sure all official TLS work instructions, notices, rules, procedures, processes & other TLS calling related document(s) consistent & updated
  • Manage & develop QC team :

  • Manage, develop QC team : QC Specialist, QC Training & Script Specialist
  • Development & succession plan for QC team and individual
  • Ensure training needs :

  • Provide and make sure TLS QC training / retraining plan meets TLS requirements & training contents are consistent
  • Script centralization & change for improvement :
  • Initiate & drive script changes for client easy understanding, better sales & CRM requests including pilots
  • Main contact to inform changes to all operators :
  • Be the main contact to inform changes in TLS
  • Improvement ideas :

  • Initiate improvement area and coaching need for TLS operators
  • Initiate improvement changes in QC team and other TLS sections (if any)
  • Customer centric :

  • Show customer oriented thought, proposal, action and behavior
  • Other tasks :

  • Other task assigned by Head of Telesale
  • Bachelor Degree
  • Working experience in customer service, quality control and management required.
  • PC skills (MS Windows, MS Office etc.);
  • Good English.
  • Reporting skills.
  • Persuasion skills
  • COMPENSATION & BENEFITS

  • Attractive Salary
  • 13th Salary Fixed and KPI Bonus
  • AON Health Care
  • 24 / 7 Accidental Insurance
  • 100% Social Insurance Pay
  • Meal Allowance
  • Yearly Medical Checkup
  • 18 Annual Leaves
  • Professional and Transparent Working Environment.
  • Office hour
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