Telesales Quality & Training Coach

Skyro; Metro Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Skyro is a growing fintech firm in the Philippines seeking a Quality Monitoring specialist to oversee telesales calls, ensure script adherence and regulatory compliance, and drive customer-centric service improvements.

You will audit recordings and live calls, develop KPIs, and provide coaching to new hires, with strong English communication and analytical skills required. Flexible holiday availability and office presence may be needed.

Qualifications

• Minimum of 2 years in a Telesales Quality Control or similar QA role.
• Strong knowledge of sales techniques, customer engagement, and compliance with ethical sales practices.
• Understanding of telemarketing regulations and adherence to industry compliance standards.
• Strong analytical skills to assess call trends, identify sales opportunities, and pinpoint quality issues.
• Excellent communication skills in English, both verbal and written.
• Ability to work during holidays and adjust schedules when necessary.
• Proficient in MS Office for reporting and presentations.

Responsibilities

• Conduct regular quality audits on telesales calls to ensure adherence to sales scripts, compliance standards, and customer service best practices.
• Evaluate recorded and live sales calls to assess accuracy, persuasiveness, professionalism, and compliance.
• Develop and implement quality metrics and KPIs to measure the effectiveness of telesales representatives.
• Analyze call performance data to identify strengths, weaknesses, and improvement opportunities.
• Ensure telesales activities comply with company policies, industry regulations, and ethical sales practices.
• Stay updated on legal and regulatory requirements related to telesales and implement necessary adjustments.
• Conduct training sessions for new hires and transferred telesales operators to ensure they understand sales techniques, compliance requirements, and best practices.
• Provide structured coaching and refresher training based on quality assessment results.
• Develop training materials, including call scripts, rebuttal techniques, and role-playing exercises.
• Provide structured, constructive feedback to telesales agents based on call evaluations.
• Conduct coaching sessions to enhance communication skills, objection handling, and conversion rates.
• Identify opportunities to enhance telesales strategies and streamline processes for better efficiency.
• Recommend improvements to scripts, rebuttals, and sales approaches based on quality assessments.
• Prepare and present quality performance reports, compliance findings, and action plans to management.
• Maintain records of evaluations, feedback, and improvement initiatives for tracking progress.
• Occasionally handle challenging customer interactions to assess real-time sales challenges and identify training needs.
• Ensure telesales representatives maintain a professional and customer-centric approach in all interactions.
• Work closely with telesales supervisors and managers to align quality initiatives with business objectives.
• Participate in team meetings and contribute insights to optimize telesales performance and compliance.

Skills

Telesales QA

Sales techniques

Compliance standards

Analytical skills

English communication

Holiday/shift flexibility

Tools

MS Office

Job description

Skyro is a growing fintech firm in the Philippines seeking a Quality Monitoring specialist to oversee telesales calls, ensure script adherence and regulatory compliance, and drive customer-centric service improvements.

You will audit recordings and live calls, develop KPIs, and provide coaching to new hires, with strong English communication and analytical skills required. Flexible holiday availability and office presence may be needed.