Telesales Quality Control & Training Supervisor

* JOB OVERVIEW
Responsible for training for all employees in TLS Section included training new employees and current employees; control and improve quality and section’ performance to meet sections’ requirements and targets.
* KEY RESPONSIBILITIES
- Manage TLS Operators (Inhouse + BPO) overall quality via Customer Satisfaction KPI, Quality Control rules report.
- Manage knowledge base, Build Question & Answer, Standardize TLS processes.
- Monitor Quality control Rules, evaluate TLS call quality, ticket quality
- Monitor Standard process closely to ensure everything are going as planned.
- Work with relevant departments/ Sections to push them to solve their tickets.
- Ensuring TLS Operators quality from training to onboarding. Creating Training plans & implement training sessions for TLS Operators (product knowledge, soft skills…).
- Quality Control & Training for TLS và controlling BPO’s training process & training quality.
- Creating and updating Training materials.
- Working with cross-function team leaders to push them to solve their tickets.
- Perform the work assigned by Head of TLS.