CRM Quality Assurance Assistant Manager

Responsibilities:

• Oversee daily QA operations, including sample logic, officer productivity, reporting, complaint management, and other tasks.
• Continuously evaluate and improve quality results, compliance, and processes to enhance overall quality and positively impact sales performance.
• Monitor and review all QA reporting and tools to ensure effectiveness and propose improvements for approval.
• Manage special audits for compliance, complaints, and process improvements, from planning to reporting.
• Handle disciplinary actions for Code of Conduct violations, including meetings and reporting to management and HR.
• Plan and implement educational activities on complaint and risk management with various teams.
• Monitor CRM processes and communication by the Telesales team related to risk and compliance.
• Recruit, train, and develop team members, fostering a growth-oriented work environment and planning development programs.

Requirements:

• Bachelor degree in any major
• 4+ years experience in Quality Assurance, Telesales
• Expert at technical MS Office skills, high attention to detail and accuracy.
• Knowledge about quality assurance and methodology
• Knowledge about CRM and quality reporting especially in Telesales
• Ability to read and interpret documents such as policies and procedure manuals and use monitor screen frequently
• Strong leadership and project management skills
• Ability to analyze the recording and processes.