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Call Center Quality Control Manager

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Skyro Full time

We are looking for an experienced Telesales Quality Control Specialist to join our team at Skyro. The ideal candidate will have a strong background in sales techniques, customer engagement, and compliance with ethical sales practices. The selected individual will be responsible for monitoring, evaluating, and improving the quality of our telesales interactions to ensure adherence to company policies, maintain high-quality customer interactions, and achieve performance targets.

Responsibilities

Primary Responsibilities:

  • Quality Monitoring:
  • Regularly conduct quality audits on telesales calls to ensure adherence to sales scripts, compliance standards, and customer service best practices.
  • Evaluate recorded and live sales calls to assess accuracy, persuasiveness, professionalism, and compliance.

Performance Evaluation:

Develop and implement quality metrics and KPIs to measure the effectiveness of telesales representatives.Analyze call performance data to identify strengths, weaknesses, and improvement opportunities.

Compliance:

Ensure telesales activities comply with company policies, industry regulations, and ethical sales practices.Stay updated on legal and regulatory requirements related to telesales and implement necessary adjustments.

Training & Development:

Conduct training sessions for new hires and transferred telesales operators to ensure they understand sales techniques, compliance requirements, and best practices.Provide structured coaching and refresher training based on quality assessment results.Develop training materials, including call scripts, rebuttal techniques, and role-playing exercises.

Feedback & Coaching:

Provide structured, constructive feedback to telesales agents based on call evaluations.Conduct coaching sessions to enhance communication skills, objection handling, and conversion rates.

Process Improvement:

Identify opportunities to enhance telesales strategies and streamline processes for better efficiency.Recommend improvements to scripts, rebuttals, and sales approaches based on quality assessments.

Reporting:

Prepare and present quality performance reports, compliance findings, and action plans to management.Maintain records of evaluations, feedback, and improvement initiatives for tracking progress.

Customer Interaction:

Occasionally handle challenging customer interactions to assess real-time sales challenges and identify training needs.Ensure telesales representatives maintain a professional and customer-centric approach in all interactions.