Deskripsi Pekerjaan
Join Cartrack, a leading provider of fleet management and telematics solutions, as a Quality Assurance Analyst. In this role you will evaluate inbound and outbound sales calls to ensure compliance with company policies, regulatory standards, and customerâservice best practices. You will provide constructive feedback to sales teams, identify coaching opportunities, and contribute to the continuous improvement of our customer experience processes. This dayshift position offers a MondayâFriday schedule with weekends off, making it ideal for those seeking workâlife balance.
You will be instrumental in safeguarding the quality of our sales interactions, helping our team achieve performance targets while maintaining the highest levels of integrity and professionalism.
At Cartrack, we value innovation, accountability, and continuous learning. As a member of our quality team, you will have access to ongoing training programs, mentorship opportunities, and a clear career progression path. We offer a competitive compensation package that includes the base salary of PHP 35,000, performance bonuses, and comprehensive benefits such as health insurance and paid time off.
If you are passionate about driving excellence in customer interactions and thrive in a dynamic, fastâpaced environment, we would love to hear from you. Apply today and become part of a global team that is shaping the future of fleet management and mobility solutions.
Tanggung Jawab
- Monitor and evaluate inbound and outbound sales calls for compliance with scripts, policies, and regulatory guidelines.
- Document observations and score performance using established quality assurance metrics.
- Provide realâtime and postâcall feedback to sales agents to improve communication, product knowledge, and adherence to procedures.
- Generate weekly and monthly quality reports highlighting trends, top performers, and areas for improvement.
- Partner with sales leadership to design and deliver coaching sessions and training materials.
- Maintain accurate records of call recordings, evaluation forms, and performance data.
- Identify and escalate recurring issues or nonâcompliance trends to the appropriate department.
- Contribute to the continuous refinement of QA processes, scoring rubrics, and quality standards.
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or a related field (or equivalent work experience).
- Minimum of 1â2 years of experience in a call centre quality assurance, sales coaching, or customer service role.
- Familiarity with call monitoring, scoring, and reporting tools.
- Strong analytical skills with the ability to interpret data and translate findings into actionable insights.
- Excellent written and verbal communication skills in English (Filipino is a plus).
- Detailâoriented mindset with a passion for process improvement.
- Ability to work independently and collaborate effectively in a team environment.
- Willingness to work a dayshift schedule (MondayâFriday) and on weekends off.