Quality Assurance

Quality Analyst - Voice coach

Mumbai, Maharashtra   |   Full time

Job Profile

Turtlemint is among the fastest growing tech start-ups in insurance space backed by top-tier VCs in the country (likes of Sequoia, Nexus & Blume). We started three years ago and now are ~200+ member organization and looking to further build our call center team. Looking to recruit very smart, talented and dedicated individuals who will be a good fit in our team culture.  

To give you a quick overview of our call center team we have inbound and outbound set up of approx 15 callers right now and we are targeting to reach 50 callers team by end of this year.

We are looking for quality and voice coach to help us build the excellent call center team and also adhere/ Manage to all compliances 

Job Role and Responsibility

 Determines telemarketing quality standards by studying inbound and outbound and customer service presentations; conducting test calls to telemarketing service representatives on new products. 

 Verifies telemarketing results by measuring skills in the use of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of a call. 

 Provides feedback to telemarketers by monitoring calls; conducting monthly help sessions. 

 Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training. 

 Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.  Maintains professional and technical knowledge 

 Contributes to team effort by accomplishing related results as needed.

 Location - Andheri east, Mumbai

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