CLIENT
One of the newest purely digital banks in the Philippines.
JOB DESCRIPTION
- Sales Quality Management
- Set up, lead and continually improve sales compliance and governance management system to ensure all customer, sales, and partnerships cases (call or email or other channels) providing excellent service experience to clients and partners.
- Ensure adequate number of evaluations are conducted daily, weekly etc. and feedback is shared with respective Sales Performance Management/ People Committee.
- Update respective Channel Managers/ Team Leads regarding quality monitoring trends, reports and recommendations for their respective teams.
- Ensure all required documentation is recorded and reports delivered to measure and improve team performance.
- Process and Training Management
- Develop and implement solutions to maintain adequate knowledge of product and services, system updates, processes/ SOP’s etc. for Sales teams (insourced and outsourced).
- Review and keep up to date all omni channel SOP’s, templates, canned responses etc. always.
- Develop training plan for new joiners, including mock tests etc., to ensure they have a clear guidelines and appropriate knowledge to respond/resolve “live” cases/ calls/ interactions.
- Set and promote Sales Compliance practices through constant training and quality assurance review/ KT sessions.
- Driving Service Excellence
- Establish KPIs, measure, review and report on quality and customer satisfaction and product handling governance.
- Carry out QA calibration sessions to ensure consistent sales quality rating.
- Set up process to review customer comments to report on customer satisfaction along with trends. and improvement ideas.
- Build and maintain departmental structure, operating standards and practices that are responsive and adaptable to evolving business needs.
- Support day-to-day use of Salesforce by all members in the region’s to ensure customer and business objectives are achieved.
ACTIVE DATES
Urgent hiring
