(Moka) Quality Control Telesales - Commerce Enablement

Date Posted: Posted30+ hari yang lalu
Salary:
GO-JEK
Jakarta
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Job Description

Location

Jakarta

Work Type

Permanent

Application Posted

October 13, 2021

About the Role
A great opportunity awaits our Quality Control Telesales who will act as an auditor within our Telesales function, improving the Telesales quality and together with Telesales Quality Control Manager, you’ll work to improve telesales quality processes and procedures in order to ensure the quality monitoring will impacting the acquisition. Your efforts will bolster MSME digitalization and help MSME grow their business with Gojek ecosystem. You, as a Quality Control Telesales, will be responsible for assessing the quality of the performance of the Telesales agent. You will monitor the inbound, outbound call and chat responses to assess attitude, technical accuracy, and Telesales score cardThe challenge is to ensure all the recommendations for enhancements will impacting telesales performance and improve their achievement. You will assist in developing, creating and implementing telesales quality processes and procedures.

What You Will Do

  • You will audit both live and recorded telesales calls and audit incoming chats
  • Audit quality input
  • Grade telesales agents against balanced scorecards
  • Provide feedback to agent together with team leader on areas for improvement
  • Involved in agent coaching
  • Evaluate scripts periodically
  • Prepare quality reports for managers/head of department

What You Will Need

  • 2+ years of experience in a Telemarketing environment with a QA/QC role
  • 3+ years in other audit roles with sales or call center background potentially acceptable
  • Experienced with Balanced Scorecard system/software
  • Teamwork, Coaching, Listening skills, Excellent interpersonal skills
  • Familiar with Google Workspace (Sheets, Docs, etc), Telesales tools and Microsoft office
About the Team Our QC Telesales Team has 2 members and still growing. Our main responsibility is to ensure the quality and improve the Telesales output and achievement. One of the biggest challenges we had to face is the calibration session where agents tend to be denial. We eventually resolved it by preparing a solid evidence and friendly approach. Off-hours, you’d probably find us singing somewhere or traveling and shopping. Once COVID subsides, we’re excited to traveling or dinner together again.

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Job Detail

  • Job Id
    df377e7593f857e0
  • Location
    Jakarta
  • Company
    GO-JEK
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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