About the Role
A great opportunity awaits our Telesales Quality Control Manager who will act as a Leader within our Quality Control Telesales function and improving the Telesales quality together with Telesales Quality Control and Telesales Leaders, you’ll work to improve telesales quality processes and procedures in order to ensure the quality monitoring will impacting the acquisition. Your efforts will bolster MSME digitalization and help MSME grow their business with Gojek ecosystem.
You, as a Telesales Quality Control Manager role, will work closely with telesales leaders to help determine our best approach based on call quality standards, call analysis, and recent trends. The Telesales Quality Control Manager supervises all QC Telesales in evaluating the quality of approach on inbound and/or outbound calls and chats. You will analyze and identify trends within the telesales team and propose solutions based on feedback or customer behaviors. The challenge is to ensure all the recommendations for enhancements will impacting telesales performance and improve their achievement. You will manage high-level developing, creating and implementing telesales quality processes and procedures.
About the Team
Our QC Telesales Team has 2 members and still growing. Our main responsibility is to ensure the quality and improve the Telesales output and achievement. One of the biggest challenges we had to face is the calibration session where agents tend to be denial. We eventually resolved it by preparing a solid evidence and friendly approach.
Off-hours, you’d probably find us singing somewhere or traveling and shopping. Once COVID subsides, we’re excited to traveling or dinner together again.