DUTIES AND RESPONSIBILITIES:
- Performs call monitoring and provides trend data to the site management team.
- Uses a quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of Call, and email responses.
- Participates in call listening/ interaction deep dive programs to identify vendors needs and expectations.
- Provides feedback to commercial operation team leaders and managers.
- Analyse vendors' pain points and work together with sales enablement (training team) to find a solution for the issues identified.
- Flag non performing agents & support performance with coaching & feedback interventions via team leader or trainer.
- Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives.
- Participate in calibration calls to improve overall understanding & usage of QA Scorecard
- Perform QA scorecard review for all new joiners
REQUIREMENTS:
- Able to speak and write in "Thai"
- Ability to speak, read & write in required language Is mandatory
- Minimum 1-year handling sales team or been in sales environment
- Training skills is a plus
