Quality Assurance Specialist
10 hours ago
Define quality assurance framework
- Ability to navigate or setup necessary system and processes to enable efficient quality checks
- Ability to engage operations (CC & LA) to obtain call recordings and/or messages for quality monitoring
- Ability to identify areas of improvement and recommend improvement actions based on call quality scorecards
- Develop and delivery training to continuously upskill operations
**Requirements**:
- Degree will be a plus
- Has at least 4 years of sales or customer relations experience (preferably with experience on telesales)
- Has at least 2 years of experience in managing or coaching in a sales environment
- Able to understand Chinese education learning as a whole
- Possess excellent communication and interpersonal skills with great sense of responsibility
- Able to track audits, identify findings, plan for coaching sessions, hold meetings/discussions and execute trainings
- Able to multi-task, work independently and collaborate effectively as a team member in a fast-paced environment
- Comfortable with operating CRM and call systems to retrieve recordings and reviewing
- Able to motivate and inspire others to work towards continuous improvement
- Believes in continuous learning to build professional and personal capacity as an QC/QA Trainer
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