Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for driving excellence in customer interactions? Cartrack is seeking a skilled Quality Assurance Specialist to join our dynamic team in Poblacion, Metro Manila. In this pivotal role, you will be the guardian of our service standards, ensuring that every sales call meets our high benchmarks for performance, compliance, and professionalism.
You will be responsible for evaluating live and recorded calls, providing actionable feedback to sales representatives, and identifying trends that contribute to business growth. If you thrive in a fast-paced environment and have a keen ear for detail, this is your opportunity to shape the success of our local account operations. Join us and help Cartrack maintain its reputation as an industry leader in telematics and fleet management solutions.
Tanggung Jawab
- Conduct regular audits and evaluations of sales calls to ensure quality standards are met.
- Provide constructive, data-driven feedback to sales agents to enhance their communication and closing techniques.
- Monitor call recordings for strict adherence to compliance policies and legal requirements.
- Analyze performance trends to identify coaching opportunities and training gaps.
- Collaborate with team leaders to implement improvement initiatives based on QA data.
- Maintain accurate documentation and reporting of quality scores for individual and team performance reviews.
- Participate in calibration sessions to ensure consistency across the QA team.
Kualifikasi
- Proven experience in a Quality Assurance or Quality Analyst role within a Call Center or BPO setting.
- Strong understanding of sales processes and effective communication strategies.
- Excellent listening skills with the ability to provide objective, constructive feedback.
- Proficiency in Microsoft Office Suite (Excel, Word) and CRM software.
- Exceptional verbal and written communication skills in English.
- Strong analytical mindset with the ability to interpret performance metrics.
- Ability to work independently and manage time effectively in a fast-paced office environment.