Quality Assurance Specialist – Telemarketing at VIP Express Tourism Limited

Job Overview:

• As the Quality Assurance Specialist, you will be responsible for monitoring and evaluating the quality of calls placed by telemarketers to our clients.
• Your role is to ensure bookings, confirmations, and chases are made correctly, and on time, and that telemarketers adhere to our communication guidelines.
• You will also provide constructive feedback, coaching, and comprehensive reports to the team lead to support continuous improvement.

Key Responsibilities:

• Conduct regular spot checks and monitor live telemarketing calls, bookings, and confirmations to ensure adherence to the organization’s quality standards and protocols.
• Verify that telemarketers accurately invite clients for presentations and provide the necessary information in a professional and timely manner.
• Identify areas for improvement in call handling, communication, and customer engagement techniques.
• Provide coaching sessions to telemarketers based on performance assessments, guiding them to improve their communication and invite processes.
• Maintain detailed records of call evaluations and produce quality assurance reports for the team lead.
• Collaborate with the team lead and other departments to suggest improvements and ensure the overall success of telemarketing initiatives.
• Ensure compliance with company policies, procedures, and any legal regulations relating to telemarketing.
• Act as a point of contact for addressing any telemarketer concerns or challenges related to call quality.

Qualifications and Skills:

• Proven experience in quality assurance, customer service, or a related role, preferably within the telemarketing or tourism industry.
• Strong attention to detail with excellent analytical and listening skills.
• Ability to provide clear, actionable feedback and conduct effective coaching sessions.
• Excellent communication and interpersonal skills.
• Proficiency in using quality monitoring tools and software.
• Strong organizational skills and the ability to generate detailed reports.
• Ability to work independently and collaborate effectively with teams.