Executive - Quality Analyst_Telemarketing FWD

2 days ago

Malaysia Startek Full time 40,000 - 60,000 per year
Description

We are seeking a detail-oriented and performance-driven Quality Analyst (Telemarketing) to monitor, evaluate, and enhance the quality of outbound sales calls. The ideal candidate will play a key role in ensuring compliance, improving agent performance, and maintaining high standards of customer interaction. This role requires strong analytical skills, a keen ear for detail, and a passion for continuous improvement in a fast-paced, target-driven environment.

Key Responsibilities:
  • Provide comprehensive support to the Operations team to achieve and maintain client targets
  • through accurate and timely analysis.
  • Conduct call monitoring and evaluation to ensure quality and compliance.
  • Investigate and document complaint cases, developing and implementing effective action plans.
  • Retrieve and deliver complaint call records upon client request.
  • Conduct side-by-side coaching for both site Ara and AML HQ to enhance performance.
  • Offer timely feedback to agents to address and rectify repeated errors.
  • Ensure the effective implementation of action plans on a monthly basis.
  • Represent the team on the call floor during Team Leader absences to handle CCC inquiries.
  • Assist for Welcome Call Negative Comment.
  • Train new recruits / QA / TL on Quality Benchmark
  • Train new recruits / QA / TL on Product / refresher whenever required or absent of Trainer
  • Track and ensure compliance with corrective actions taken.
  • Identify and report key process issues, ensuring corrective actions are taken from the client's side.
  • Maintain compliance with monitoring and feedback processes, meeting audit targets.
  • Minimize variation in calibration processes to ensure consistency.
  • Generate and analyze daily, monthly, and year-to-date reports on call quality, productivity, and
  • availability metrics.
  • Prepare raw data presentation decks and provide data-driven insights for business reviews.
Key Requirements:
  • QA must be certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.
  • Proven work experience as a Quality Analyst or similar role
  • Experience in quality inspection, auditing, and testing.
  • Excellent communication skills, both written and verbal
  • Good skills in MS Excel
  • Strong analytical and problem-solving skills
  • Meticulous attention to detail

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