Job Description
Join Our Team: Quality Control Supervisor/Specialist
Are you a dynamic and experienced professional in Quality Control with a passion for revolutionizing the financial technology landscape? If so, we have the perfect opportunity for you!
About Ceyloan:
At Ceyloan, we're engaging in online consumer financing, by providing instant and premium financial solutions in response to the everyday and immediate financial needs of the Sri Lankan people. Join us in shaping the future of Fintech!
Role Overview:
As a Quality Control Supervisor / Specialist, you will be responsible for consistently monitoring agent's performance by reviewing calls and correspondence of all Call Center agents (Phone Verification, Collection, Customer Service and Telesales), document call quality results, provide feedback to Agents and report to Head office.
Quality Control Supervisor key Responsibilities:
- Regularly monitor calls/chat activities to ensure compliance with established quality standards.
- Evaluate calls for accuracy, adherence to scripts, and overall customer service excellence.
- Conduct regular feedback sessions with agents to discuss performance, identify areas for improvement, and reinforce best practices.
- Provide constructive and actionable feedback to enhance individual and team performance.
- Collaborate with the headquarters team to understand process requirements and contribute insights for continuous improvement.
- Providing reports on a daily, weekly and monthly basis to the head office.
- Actively participate in brainstorming sessions for process improvements and efficiency enhancements.
- Provide recommendations to streamline workflows and enhance overall telecalling process effectiveness.
Requirements:
- Minimum 1 Year experience with Call Center Quality Control Practices in financial services/banks or collections.
- Proficiency in English and experience in dealing with foreign nationals will be an added advantage.
- Ability to carry out day to day work in an organized manner with utmost attention to detail.
- Excellent verbal and written communication skills.
Quality Control Specialist Key Responsibilities:
Assess live and recorded calls between agents and customers to evaluate the quality of the service provided based on professionalism, adherence to the script, accuracy of the information provided and the compliance to the company standards.
Complete the appropriate number of required audits to a high standard to ensure timely feedback to the appropriate areas of the business.
Provide detailed feedback to agents, highlighting areas of strength and areas needing improvement.
Offer one-on-one coaching sessions to address specific performance issues and provide ongoing support to enhance customer service delivery.
Maintain detailed records of evaluations, feedback sessions, and training activities.
Requirements:
- Previous experience with Call Center Quality Control Practices in financial services/banks or collections.
- Proficiency in English and Data Analytics.
- Attention to detail and Self-motivated.
- Excellent verbal and written communication skills.
We offer a competitive salary package and a dynamic work environment where creativity and innovation are encouraged. Please forward your CV to [email protected] with the position applied in the subject.
