Call Center QA & Monitoring

HELIUS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading telecommunications firm in Singapore is seeking a Quality Assurance Specialist to monitor and evaluate telesales calls. The ideal candidate will ensure compliance with company standards and laws while providing constructive feedback to improve agent performance. Responsibilities include analyzing call data, preparing detailed reports, and collaborating with training teams to enhance staff skills. This role is critical for maintaining high service quality and agent efficiency.

Qualifications

• Proven experience in a call center or telesales environment.
• Excellent verbal and written communication skills.
• Meticulous attention to detail.
• Strong ability to analyze data and provide recommendations.
• Familiarity with CRM systems and call monitoring software.
• Ability to handle escalated issues effectively.

Responsibilities

• Monitor live and recorded calls to assess agent performance.
• Ensure compliance with company policies and regulations.
• Provide feedback and coaching to agents.
• Prepare quality performance reports for management.
• Identify process improvements for better productivity.
• Document review findings and maintain performance logs.
• Participate in training and calibration sessions.

Skills

Call center experience

Communication skills

Attention to detail

Analytical skills

Technical proficiency

Problem-solving

Tools

Call monitoring software

CRM systems

Microsoft Office (Word, Excel, Outlook)

Job description

Core Responsibilities

1. Call Monitoring & Analysis: Listen to both live and recorded telesales calls to assess agent performance against established quality standards, call-handling guidelines, and scripts.
2. Compliance & Risk Mitigation: Ensure all agents follow company policies and relevant laws/regulations (e.g., data security protocols, required disclosures) to mitigate legal and reputational risk.
3. Performance Evaluation & Coaching: Grade agent interactions using scorecards and provide constructive, targeted feedback to team leads or agents directly to help improve sales techniques, product knowledge, and customer service skills.
4. Reporting/ Insights & Business Support: Prepare regular, detailed quality performance and trend analysis reports for management, highlighting quality gaps, recurring issues, and areas for improvement.
5. Process Improvement: Identify inefficiencies in current call processes and recommend enhancements to improve agent productivity, sales conversion, and the overall customer experience.
6. Documentation & Record Keeping: Accurately document all review findings, track corrective actions, and maintain detailed logs of customer interactions and performance data within CRM systems.
7. Calibration & Training Support: Participate in call calibration sessions with other departments to ensure consistent evaluation standards, and collaborate with training teams to develop targeted training programs that address identified knowledge or skill gaps.

Key Skills and Qualifications

1. Experience: Proven experience in a call center or telesales environment, with prior experience in quality assurance or a monitoring role often preferred.
2. Communication: Excellent verbal and written communication skills, with the ability to provide clear and constructive feedback.
3. Attention to Detail: Meticulous attention to detail to identify specific areas of non-compliance or opportunities for improvement in calls.
4. Analytical Skills: Strong ability to analyze data, identify trends, and translate insights into actionable recommendations.
5. Technical Proficiency: Familiarity with call monitoring software, CRM systems, and standard Microsoft Office programs (Word, Excel, Outlook).
6. Problem-Solving: Ability to handle escalated issues and develop effective solutions for complex problems.

Internal ref: 10050

Thanks, and Best Regards

Lini

Recruitment Consultant

R22108463