Senior Quality Assurance (QA) - Telemarketing
Summary
This is a call-quality role, not software QA: the person audits and rates inbound/outbound telemarketing sales calls at Cartrack (a smart-mobility SaaS company), coaches agents with feedback and action plans, and compiles daily/weekly/monthly QA reports. Requires 5+ years of sales call auditing experience and fluent English.
We are a world-leading smart mobility SaaS tech company with almost 2,300,000 active users and were looking for a Quality Assurance for Telemarketing to join our team. Our teams are collaborative, vibrant and fast-growing, and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Responsibility:
Assess and rate inbound and outbound "sales" calls according to company quality standards.
Collaborate with Team Lead and Trainer to communicate above standards results to agents and supervises them on a daily basis.
Provide concise feedback with advisable reply and valuable action plan.
Consolidate sales agents' QA scores and draft daily, weekly and monthly report.
Provide consolidated feedback to managers and supervisors on a daily and weekly basis.
Requirements:
Diploma or Bachelors Degree Holder.
Strong background in Sales/Telemarketing call audits, assessing and rating inbound and outbound calls according to company quality standards.
Owns a deep understanding on Sales Metrics, Model and Structures.
At least 5 years of experience in auditing sales calls and coaching agents.
Fluent in English is a must
Attention to Detail
Analytical Skills
Coaching Skills
Listening Skills and is Objective