Call Review / Monitoring Support - #1128032

Job Title:  Business Management Support
Contract Duration: 12 months

Working Hours: M-F, 9-6PM

Location: Changi Business Park

Core Responsibilities:

1. Call Monitoring & Analysis: Listen to both live and recorded telesales calls to assess agent performance against established quality standards, call-handling guidelines, and scripts.

2. Compliance & Risk Mitigation: Ensure all agents follow company policies and relevant laws/regulations (e.g., data security protocols, required disclosures) to mitigate legal and reputational risk.

3. Performance Evaluation & Coaching: Grade agent interactions using scorecards and provide constructive, targeted feedback to team leads or agents directly to help improve sales techniques, product knowledge, and customer service skills.

4. Reporting/ Insights & Business Support: Prepare regular, detailed quality performance and trend analysis reports for management, highlighting quality gaps, recurring issues, and areas for improvement.

5. Process Improvement: Identify inefficiencies in current call processes and recommend enhancements to improve agent productivity, sales conversion, and the overall customer experience.

6. Documentation & Record Keeping: Accurately document all review findings, track corrective actions, and maintain detailed logs of customer interactions and performance data within CRM systems.

7. Calibration & Training Support: Participate in call calibration sessions with other departments to ensure consistent evaluation standards, and collaborate with training teams to develop targeted training programs that address identified knowledge or skill gaps.

Key Skills and Qualifications:

1. Experience: Proven experience in a call center or telesales environment, with prior experience in quality assurance or a monitoring role often preferred.

2. Communication: Excellent verbal and written communication skills, with the ability to provide clear and constructive feedback.

3. Attention to Detail: Meticulous attention to detail to identify specific areas of non-compliance or opportunities for improvement in calls.

4. Analytical Skills: Strong ability to analyze data, identify trends, and translate insights into actionable recommendations.

5. Technical Proficiency: Familiarity with call monitoring software, CRM systems, and standard Microsoft Office programs (Word, Excel, Outlook).

6. Problem-Solving: Ability to handle escalated issues and develop effective solutions for complex problems.

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