Quality Assurance Executive
- Full-time
- Company Location: Anantara Vacation Club Shanghai
Company Description
A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.
Job Description
Call Center Quality Assurance Executive role is responsible for monitoring and evaluating the quality of inbound/outbound/Activation and EP calls while working to continuously improve upon in the fast-growing marketing activities.
Key Responsibilities:
To auditing and assist in quality assurance training
Monitors inbound, outbound, activation telephone calls within the call centers to ensure service meets all quality standards and KPIs
Monitors E&P package sales to ensure service meets all quality standards and KPIs
Documents customer service issues according to company procedures, prepares and presents reports to Assistant Call Centre Director. The details are as follows:
Outstanding issue or unsolved issue for a long time
Over promising or under delivering issue
Impolite conversation
Transferred issue to other team member and repeated the same issue
Found issues regarding the FAQ unhelpful, incomplete or outdated
Helps refine training curriculum and integrates quality assurance observations into one-on-one training and coaching sessions
Assist in provides ongoing feedback and coaching to call center staff and conducts compliance audits for quality, accuracy and adherence to standards and procedures
Assist in analyze quality results to identify trends, create, implement, and manage quality improvement projects with Assistant Call Centre Director
Monitor daily successful packages (CC / EP) before the payment charge
1 successful case and 2 unsuccessful cases among 5-8 minutes with coaching form of the calls for specific agents (CC/ EP) every month
Conduct the weekly group call sharing
At least one time 1:1 with the QA feedback per month
Given urgent call coaching once picked up any misleading, over selling, or any serious mistake in the calls as well as any complaints, and listen again within future 48 hours
Call monitoring for all activation before reservation
Get black and white records for all call monitoring in relevant forms
Qualifications
College degree preferred or equivalent work experience required
Experience in a high volume sales call center environment as a QA executives
Experience in sales, customer services or related field desirable
Experience in coaching and developing agents
Proficiency in Microsoft Office Suite
Excellent interpersonal, verbal and written communication skills
Ability to maintain confidentiality
Able to manage time effectively and efficiently
Self-motivated and directed, with keen attention to detail
Strong attention to detail, and be results driven