What You Will Do

Perform and support in design and

creating scripts for new products, call monitoring formats and quality

standards.

• Performs call monitoring and provides trend

data to site management team

• Listening in on incoming and outgoing calls to

ensure excellent customer service and effective product presentation

• Uses quality monitoring data management system

to compile and track performance at team and individual level

• Performs monitors of customer care email

responses

• Participates in customer and client listening

programs to identify customer needs and expectations

• Support training new hires on the importance

of following scripts and on best practices during a call

• Provides actionable data to various internal

support groups as needed

• Coordinates and facilitates call calibration

sessions for customer service staffs

• Provides feedback to customer service team

leaders and managers

• Prepares and analyzes internal and external

quality reports for management staff review

• Updated procedures and scripts based on

customer response and aligning to business needs

Monitoring

• To monitor inbound and

outbound call and emails responses to assess associate's demeanor,

technical accuracy, customer service performance, and conformity to company

policies and procedures

Improvement and training

• To assist in developing, creating and

implementing call center quality processes and procedures; as well as making

recommendation for enhancements to training materials as needed to enhance the overall

Carsome customer's experience

Quality Control / Assurance

• Quickly identify internal control deficiencies

and draw the appropriate conclusions

What You Will Need

• Graduated in Bachelor

Degree any related field

• Experienced in Call Center or Quality Assurance

for Telemarketing or Customer services 3-5 years

• Excellent verbal, written and interpersonal

communication skills

• Sales and teaching ability
• Outstanding customer service and negotiation

skills

• Must be self-motivator and self-starter. Good

teamwork and able to supervision and coaching team

• Excellent in listening and data analytical

skills

• Solid time management skills
• Must adapt well to change and successfully set

and adjust priorities as needed

• Must be proficient with Microsoft Office
• Bi-lingual a plus