Quality Assurance Team Leader (Outbound Contact Center)

  • Sales
  • Bangkok, Thailand

Quality Assurance Team Leader (Outbound Contact Center)

Job description

As a Quality Assurance, Team leader / Supervisor for Gogoprint, you will monitor and analyze call recordings of our telesales and customer service agents across South-East Asia. You will measure agent's' performance (such as voice quality, product knowledge, adherence to scripts, sales skills) and make structured and timely recommendations on improving the agent's' performance.

Based in Bangkok, Thailand / Report to Manager in Malaysia




What you will be doing

  • Create scripts for new products
  • Update procedures and scripts based on customer response and changing business need
  • Listening on incoming and outgoing calls to ensure excellent customer service and effective product presentation
  • Analyze calls of sales and customer service teams across South-East Asia in Thai and English
  • Coach and train new hires on the importance of following scripts and on best practices during a call
  • Monitor operators’ product knowledge, ability to handle objections and call closure
  • Track performance of individual scripts and operators
  • Prepare quality reports for floor managers and clients
  • Develop and conduct service quality targeted
  • Improvement opportunities such as opening sales calls, relationship building, closing techniques, overcoming rejections and complaint handling
Who we are looking for
  • 3-5 years’ experience in a training, coaching or sales setting required
  • Minimum 3 years of experience in QA of call center or telesales is preferred
  • Tracking record on sales agent's performance
  • High responsibility, self-motivation, sales or teaching ability, coaching, and team work
  • Excellent verbal, analytical and communication skills
  • Strong in Thai and English