Call Center and Quality Manager

General description:
VAS was founded in 2004 and has grown rapidly. It is one of a few schools in Vietnam offering to Vietnamese nationals the K - 12 Vietnamese Curriculum to a high standard whilst at the same time teaching the Cambridge International Curriculum.
About this job
The Call Center and Quality Manager will work very closely with the Admissions Operation Managers, Admissions Analysis Manager under the Admissions Director/CCSSO, cooperate closely with the Campus Admissions Managers in order to ensure the whole Admissions teams at VAS achieve the yearly admission targets, and continuously improve the competencies of VAS admissions teams as the leader in Vietnam education market. The Call Center and Quality Manager is responsible for the overall performance and quality of the call center operations. This role involves strategic planning, operational management and quality assurance.
Scope of the role / Key Responsibilities
The tasks include but not limited to:
I. Develop Admissions Competency Framework, Quality Assurance Process, Quality Standards for Call Center:
1. Establish and implement the Admissions Competence Framework. Quality Assurance Process & Quality Standards for Call Center as VAS Admission Process & Follow-up Rules for CAC and CCQ team:
- Establish and implement a comprehensive Admissions Competence Framework and robust Quality Assurance Process for the Campus Admissions team, including Campus Admissions Managers and Campus Admissions Counsellors. The Admissions Competence Framework will outline the required skills, knowledge, and behaviors necessary for effective admissions performance, while the Quality Assurance Process will ensure that all admissions processes meet predefined standards of excellence.
- Develop and implement processes for monitoring and evaluating consultant calls to maintain compliance with admissions standards. Regularly review and update these processes:
o Establish clear guidelines and evaluation criteria for assessing the quality of consultant calls.
o Set up clear schedules, priorities and workloads for call review activities, ensure quantity of canceled follow qualified contacts and active qualified contacts are audited timely.
o Collaborate with IT team to implement a quality control system to ensure consistency and accuracy in call evaluations.
o Regularly monitor audit team performance and identify areas for improvement.
o Ensure the audit team adheres to established data privacy and confidentiality protocols.
2. Assess/train/coach CAC and CCQ team on Competence Framework, Quality Assurance Process & Quality Standards for Call Center
3. Set up Call Center's Strategies, KPIs, Performance metrics, Report templates, System & Technology:
- Set clear Call Center's Strategies, performance metrics: Define and communicate measurable performance metrics and goals, ensuring alignment with the school admissions targets.
- Set up and monitor call center KPIs: Regularly track and analyze key performance indicators, including conversion rates, call volume, and customer satisfaction, to assess the effectiveness of sales initiatives and identify areas for improvement.
- Prepare regular reports: Generate detailed sales performance reports, providing actionable insights and recommendations to senior management to drive informed decision-making.
- Collaborate with IT team and Admissions Analysis & System Manager to implement Call Center System and quality control system to ensure the smooth operation, consistency and accuracy in call evaluations.
- Coordinate with the IT department to optimize the use of CRM systems for lead tracking and customer interactions, ensuring the effective management of sales pipelines and customer data.
II. Manage Call Center at Campuses (CAC) and Call Center & Quality team at Head Office (CCQ), Call Audit, Report, Coaching & Training:
1. Lead, manage, measure and train CAC and CCQ team to ensure their compliance with Call Consultation process and Follow-up Rules, and to increase the conversion ratio of Digital leads from Contacts to Visits and to New Students.
2. Lead, manage and train CCQ team on how to evaluate consultant calls, perform call audits and score as benchmarks to ensure compliance with admissions. standards
3. Make sure 100% Cancelled Calls and a set % of other calls are audited, prepare audit findings and identify improvement areas & trainings for CACs & CCQs, which is in cooperation with Admissions Operation Manager (HO) for trainings at all VAS system and with AMs, CQCs for weekly trainings/action at each campus.p
III. Weekly Target & Pipeline review, Analysis of Cancel and Active Qualified Contacts for action, reply on Audit findings to VAS Digital Marketing/Agency
1. Weekly Target & Pipeline review with CACs/AMs/CQCs, monitor to guide CQCs and/or directly coach and train CACs to improve the quality of call consultations.
2. Weekly Analysis of all Cancelled and Active Qualified Contacts not converted to Visits or New students for action with Campus CACs/AMs/CQCs.
3. Reply on daily emails/audit findings & conversion ratioa to VAS Digital Marketing team/Agency, Call Center's Reports for CEO & Senior Management Team (SMT)'s weekly meetings and other stakeholders.
IV. Competitors:
- Do competitor mystery shoppers & continuous competitor update to well understand education market and the differentiation of VAS.
- Train/coach CAC & CCQ team to win/successfully consult to parents via calls for school Visits and Close sales.