About Us: We are a leading tourism organization, dedicated to providing world-class experiences to our clients. Our team of telemarketers plays a crucial role by inviting clients to exclusive presentations at designated venues. We are seeking a Quality Assurance Specialist to ensure the highest standards in our telemarketing operations. Job Overview: As the Quality Assurance Specialist, you will be responsible for monitoring and evaluating the quality of calls placed by telemarketers to our clients. Your role is to ensure bookings, confirmations, and chases are made correctly, and on time, and that telemarketers adhere to our communication guidelines. You will also provide constructive feedback, coaching, and comprehensive reports to the team lead to support continuous improvement. Key Responsibilities:
Conduct regular spot checks and monitor live telemarketing calls, bookings, and confirmations to ensure adherence to the organization’s quality standards and protocols.
Verify that telemarketers accurately invite clients for presentations and provide the necessary information in a professional and timely manner.
Identify areas for improvement in call handling, communication, and customer engagement techniques.
Provide coaching sessions to telemarketers based on performance assessments, guiding them to improve their communication and invite processes.
Maintain detailed records of call evaluations and produce quality assurance reports for the team lead.
Collaborate with the team lead and other departments to suggest improvements and ensure the overall success of telemarketing initiatives.
Ensure compliance with company policies, procedures, and any legal regulations relating to telemarketing.
Act as a point of contact for addressing any telemarketer concerns or challenges related to call quality.
Qualifications and Skills:
Proven experience in quality assurance, customer service, or a related role, preferably within the telemarketing or tourism industry.
Strong attention to detail with excellent analytical and listening skills.
Ability to provide clear, actionable feedback and conduct effective coaching sessions.
Excellent communication and interpersonal skills.
Proficiency in using quality monitoring tools and software.
Strong organizational skills and the ability to generate detailed reports.
Ability to work independently and collaborate effectively with teams.
What We Offer
Competitive salary and performance-based bonuses.
health insurance
Opportunities for professional development and career advancement.
A dynamic and supportive work environment.
The chance to work with a passionate team in a growing company within the tourism industry.
How to Apply: Interested candidates should send their resume and a cover letter to recruitmentphc@vipnig.com with the subject line “Quality Assurance Specialist – Telemarketing”. Job Type: Full-time Pay: ₦80,000.00 - ₦100,000.00 per month