Telesales QA Specialist

About the company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Singapore, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Jungle Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Summary:

The Telesales Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality of telesales interactions. This role ensures that sales representatives adhere to company policies, maintain high-quality customer interactions, and achieve performance targets while complying with ethical sales practices and regulatory guidelines. The specialist provides feedback, training, and process improvement recommendations to enhance overall telesales effectiveness.

Key Responsibilities:

Quality Monitoring:

• Conduct regular 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.

Collaboration:

• Work closely with telesales supervisors and managers to align quality initiatives with business objectives.

• Participate in team meetings and contribute insights to optimize telesales performance and compliance.

• Other responsibilities and tasks that may be assigned from time to time.

Requirements:

• Minimum of 2 years of experience in a Telesales Quality Control or similar quality assurance role.

• Strong knowledge of sales techniques, customer engagement, and compliance with ethical sales practices.

• Understanding of telemarketing regulations and adherence to industry compliance standards.

• Strong analytical skills to assess call trends, identify sales opportunities, and pinpoint quality issues.

• Excellent communication skills in English, both verbal and written.

• Ability to work during holidays and adjust schedules when necessary.

• Flexible availability for work hours and office presence in case of urgent tasks.

• Proficient in MS Office (Word, Excel, and PowerPoint) for reporting and presentations.

• Strong organizational skills to manage multiple evaluations, reports, and training sessions.

• Experience in facilitating training and coaching for telesales representatives is a plus but not required.