Quality Assurance Executive

  • Shanghai, China
  • Full-time
  • Company Location: Anantara Vacation Club Shanghai

Company Description

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

Job Description

Call Center Quality Assurance Executive role is responsible for monitoring and evaluating the quality of inbound/outbound/Activation and EP calls while working to continuously improve upon in the fast-growing marketing activities.

Key Responsibilities:

  • To auditing and assist in quality assurance training

  • Monitors inbound, outbound, activation telephone calls within the call centers to ensure service meets all quality standards and KPIs

  • Monitors E&P package sales to ensure service meets all quality standards and KPIs

  • Documents customer service issues according to company procedures, prepares and presents reports to Assistant Call Centre Director. The details are as follows:

  • Outstanding issue or unsolved issue for a long time

  • Over promising  or under delivering issue

  • Impolite conversation

  • Transferred issue to other team member and repeated the same issue

  • Found issues regarding the FAQ unhelpful, incomplete or outdated

  • Helps refine training curriculum and integrates quality assurance observations into one-on-one training and coaching sessions

  • Assist in provides ongoing feedback and coaching to call center staff and conducts compliance audits for quality, accuracy and adherence to standards and procedures

  • Assist in analyze quality results to identify trends, create, implement, and manage quality improvement projects with Assistant Call Centre Director

  • Monitor daily successful packages (CC / EP) before the payment charge

  • 1 successful case and 2 unsuccessful cases among 5-8 minutes with coaching form of the calls for specific agents (CC/ EP) every month

  • Conduct the weekly group call sharing

  • At least one time 1:1 with the QA feedback per month

  • Given urgent call coaching once picked up any misleading, over selling, or any serious mistake in the calls as well as any complaints, and listen again within future 48 hours

  • Call monitoring for all activation before reservation

  • Get black and white records for all call monitoring in relevant forms

Qualifications

  • College degree preferred or equivalent work experience required

  • Experience in a high volume sales call center environment as a QA executives 

  • Experience in sales, customer services or related field desirable

  • Experience in coaching and developing agents

  • Proficiency in Microsoft Office Suite

  • Excellent interpersonal, verbal and written communication skills

  • Ability to maintain confidentiality

  • Able to manage time effectively and efficiently

  • Self-motivated and directed, with keen attention to detail

  • Strong attention to detail, and be results driven

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