Sales QA/ Compliance in PH

Job Description:

  • Daily Auditing/silent monitoring of telephone Specialists supporting the various aspects.
  • Documentation of internal audits and other quality assurance activities through formalized evaluation process
  • Analyze data to identify areas for improvement and opportunities for training
  • Evaluate audit findings and when necessary, recommend appropriate corrective actions
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Provide coaching/feedback to individual Specialists as well as Team Managers
  • Conduct/participate in recurring call calibration sessions to assure alignment across site.
  • Designing the right methodologies to tackle different business and research objectives
  • Conduct segmentation study to help the business understand the market and the customers better
  • Using SPSS and software alike to automate insight dashboards to assist business operations and decisions on a regular basis
  • Help internal and external stakeholders understand and translate analytical results into business actionable points
  • Conduct exploratory and/or predictive analysis (e.g cluster, regression, etc.)
  • Design and build best-fit models using Q and/or R

 

Job Requirements:

JOB QUALIFICATIONS

  • Bachelor’s Degree preferred
  • Industry certification(s) an advantage
  • Quality auditing and coaching experience required
  • Strong computer skills including, but not limited to, Microsoft Office
  • Salesforce experience a plus
  • General knowledge of tools, concepts and methodologies of QA

MUST POSSESS:

  • Strong Analytical skills with ability to identify key behaviors driving the agent/customer interactions
  • Ability to concentrate and produce accurate evaluations for extended period
  • Ability to identify and track trends observed in the agent/customer interactions
  • Ability to effectively communicate, and coach to behavioral trends
  • Previous QA Experience in a Call Center, or similar environment.
  • Quantitative research data analysis background using SPSS
  • Excellent communication & presentation skills
  • Stakeholder management experience
  • Hands-on experience using Q and/or R
  • Tertiary qualification in mathematics, statistics, operations research, market research or any other quantitative discipline
  • Knowledgeable using Salesforce CRM

KEY COMPETENCIES:

  • Attention to detail
  • Strong self-motivator
  • Excellent communication skills – verbal and written
  • Soft skills (“5 star” quality)
  • Coaching/providing “sandwich” feedback
  • Data collection and analysis
  • Problem analysis and creative problem solving
  • Planning and organizing
  • Critical thinking/decision-making
  • Strong Customer service orientation
  • Collaboration

 

Sales QA/ Compliance in PH
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