Job description
Your mission as a Call Team Quality Assurance Specialist is to ensure that every call made by our PH Call Team specialists meets established quality standards. Your proactive feedback and insights will be instrumental in improving call quality, increasing sales conversion, and fostering a culture of excellence within our Call Teams and across the company.
Responsibilities:
Conduct regular call audits to ensure quality and adherence to standards.
Provide actionable insights and reports on individual and team performance.
Identify training needs and skill development opportunities based on audit data.
Champion quality improvements by organizing discussions and ensuring feedback reaches and is addressed by Team Leaders.
Report quality performance and improvement strategies in regular meetings with stakeholders and management.
Escalate quality issues when necessary and drive initiatives to improve standards and sales conversion rates.
1 year of sales experience with a strong passion for delivering quality outcomes
Proactive, detail-oriented, and focused on driving measurable results
Preferably with 2+ years of experience in Quality Assurance roles
Experienced in using any CRM tool and call listening tool for performance monitoring and reporting
Proficient in Microsoft Excel, including data analysis, reporting, and visualization tools (e.g., pivot tables, charts, formulas)
