Deskripsi Pekerjaan
We are seeking a meticulous Telesales Quality Assurance Specialist to uphold our brand's excellence in customer interactions. This critical role involves systematically reviewing WhatsApp, Instagram, and TikTok conversations to ensure adherence to approved scripts, brand tone, and follow-up SOPs. You'll design and implement a robust scoring framework to evaluate team performance, identify improvement opportunities, and maintain consistent quality standards across all digital touchpoints. This position offers a unique opportunity to shape customer experience strategies while driving operational excellence in our dynamic sales environment.
Tanggung Jawab
- Periodically audit customer conversations on WhatsApp, Instagram, and TikTok for compliance with brand guidelines
- Assess adherence to approved scripts, tone of voice, and Standard Operating Procedures (SOPs)
- Develop and maintain a comprehensive scoring system for interaction quality evaluation
- Provide detailed performance feedback and coaching to telesales representatives
- Generate analytical reports on interaction quality and identify improvement trends
- Collaborate with sales leadership to align QA processes with business objectives
- Stay updated on product knowledge and communication standards for accurate assessments
Kualifikasi
- Minimum 2 years' experience in quality assurance, customer service, or telesales roles
- Exceptional analytical skills with attention to detail in communication audits
- Proficiency in CRM systems and digital communication platforms (WhatsApp, Instagram, TikTok)
- Strong written and verbal communication skills in both Indonesian and English
- Experience developing scoring frameworks and performance metrics
- Ability to work independently while collaborating effectively with cross-functional teams
- Bachelor's degree in Business, Communications, or related field preferred