Quality Assurance Consultant
3 days ago
Company Description
LeadRobot does lead generation and sales for some of the biggest financial service brands in the country. As a Quality Assurance Agent, you will be an integral part of the Operations team by ensuring our quality standards are at the highest level. Your role is directly linked to the improvement of our agents' success in their roles as well as overall client satisfaction.
Job Description
**What you will do**
The Quality Assurance (QA) Consultant will monitor all calls to assess agents' demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.
You will be responsible for providing trend analysis as well as process, training and system enhancements to the VP of Operations.
- Responsibilities:_
- Participate in the design of the call monitoring framework, quality standards and the associated checklists.
- Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
- Provide trend reports to the VP of Operations based on audit findings.
- Create reports on performance results (individual and team level) and provide support to the VP of Operations in the development of action plans for agents.
- Prepare and analyze internal and external quality reports for management staff review.
- Provide feedback and input into enhancements of processes, training and systems based on trends.
- If required, assist with the coaching of agents based on findings.
- If required, provide training to call centre staff in support of these efforts.
- If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agents.
- Monitor the participation and completion of Web-based training for all agents and provide reporting as well as complete appropriate follow-up.
Qualifications
**What you bring**
- Required Skills / Education / Qualifications_
- Strong attention to detail, exceptional listening and analytical skills.
- Strong knowledge of sales/lead generation processes and techniques.
- Preferred Skills / Education / Qualifications_
- Multilingual
- Required Experience_
- 2 years in an outbound contact centre role
- 2 years in a quality assurance role
- Required Experience with Systems/Tools_
- Microsoft Suite especially Excel
- Prefered Experience with Systems/Tools_
- ViciDial
- Google Workspace / Gsuite
Additional Information
**Why work with us?**
- A basic salary is in place to ensure that you walk away with a guaranteed income each month, however, you are able to earn more than that through our competitive incentive structure by meeting your monthly targets.
- We are a fun, energetic team that works in a casual environment - no stuffy suits for us
- Our supportive enablement team provides you with all the necessary training and support throughout your journey with LeadRobot.
- Break times with a view - take a breather and stare at our beautiful sea view.
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