- Supervise the daily work of the sales Quality Control team, ensuring timelines and quality standards are met.
- Assign tasks and monitor the productivity of each team member.
- Support the handling of complex cases that require reassessment or exceed the authority of sales Quality Control staff.
- Ensure that evaluations and inspections comply with established quality procedures and standards.
- Conduct cross-checks and verify QC results to ensure accuracy and objectivity.
- Track common and critical errors and propose corrective actions.
- Provide guidance on operations and update sales Quality Control staff on new procedures and standards.
- Train new personnel and support the development of the Quality Control team's capabilities.
- Periodically evaluate the performance and professional attitude of Quality Control staff.
- Consolidate and analyze quality control data on a daily, weekly, and monthly basis.
- Prepare reports on errors, violations, and propose process improvements.
- Compile statistics on error rates by team, product, or service.
- Perform other tasks as assigned by direct management.
- Support related departments with information within the scope of the Quality Control team, with the approval of the Head of Litigation Dept.
• Bachelor's degree or higher.
• Knowledge/experience (at least 3 years) in customer service and quality monitoring at a Call Center/financial organization.
• Preference given to candidates with experience in appraisal, debt collection, or
telesales.
• Proficient in office computer applications.
• Strong listening and analytical skills.
• Detail-oriented, honest, and careful.
• Ability to work both independently and as part of a team.
• Communicate effectively with departments.
• Open and friendly personality.
• Good moral character.