Call Center and Quality Assurance Supervisor

1. Quality Assurance and Process Compliance for Call Consultation:
- Conduct daily reviews of call consultation recordings of Campus Call Admissions Counselors (CACs) to evaluate call consultant process compliance with the call consultation process. Ensure all contacts are called timely as appointed time and there are no overdue tasks.
- Review and ensure CACs strictly follow up with parents to convert contacts into qualified contacts, inquiries, and visits and update Salesforce on time according to admissions procedures and follow-up rules.
- Collect and analyse reasons for Cancel Qualified Contact and Active Qualified Contact are not converted to booking visits to improve Quality Assurance Call Consultation processes. Make sure CACs identify the correct reasons for Cancel Qualified Contact and Active Qualified Contact are not converted to booking visits to improve conversion rates from Qualified Contact to Visitors.
- Discuss the call quality assessment results with Campus Admissions Managers, identify reasons parents are not yet choosing VAS, and explore opportunities to re-actively cancel qualified contacts.
2. Direct Audit Campus to Improve Call Quality Management:
- Conduct weekly visits to campuses to provide direct coaching and mentoring to Campus Call Admissions Counselors to improve the quality of call consultations.
- Analyze successful call consultations to identify the best practices and share these insights with the team.
- Provide feedback to Campus Admissions Managers on the performance of Campus Call Admissions Counselors to develop training needs and enhance performance.
3. Support Campus in events and peak season:
- Support telesales data to invite potential parents to Admissions events.
- Support Campus Call Admission Counselors to call pre-qualified contact during peak season.
- Support welcoming and consulting parents in Campus Events during peak season.
4. Report and Training:
- Conduct weekly call audits coaching, mentoring, and training sessions for CACs with the Central Call Center & Quality Manager (QM) and Campus Admissions Managers (AM) to improve the quality of call consultation and participate in achieving campus new student admission targets.
- Conduct competitor mystery shopping and continuous competitor updates to understand the education market and VAS's unique selling points.
5. Other duties:
- Carry out other duties as assigned.
- Start date: March 2025