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Quality Control Supervisor (Colombo)


Employer:
Industry: Engineering
Location: Colombo, Sri Lanka

We are on the lookout for a Quality Control Supervisor for a multinational company located in Colombo 03 engaging in financial services provides financial solutions predominantly in terms of Pay
Day Loans.

Job Description:
The Quality Control Supervisor is responsible for monitoring and controlling of overall customer
experience by maintaining high standards in Outbound/inbound calls. QC Supervisor must go
through calls of the staff to identify errors and he/she must ensure that the staff follows all pre-
defined calling scripts or models. The idea! candidate is organized, detail oriented, and has
exceptional understanding on call models, calling scripts and customer satisfaction surveys. He/she
is passionate about following and improving processes.

Responsibilities
– Conduct daily QC scoring audits by perusing call records of inbound/outbound calls.
– Preparation and alteration of calling scripts and refining existing calling scripts.
– Providing one to one feedback sessions for the staff with lacking areas.
– Preparing Call Quality control reports to support KP deliveries.
– Conducting frequent/ad-hoc audits to identify flaws in the processes.
– Uphold company values and standard of service while working close with the staff members.

Required Qualifications and Experience
– A Bachelor’s Degree must be successfully completed.
– Relevant industry qualifications
– 3-to-5-year experience in Call Monitoring/Quality Controlling. Experience Call modeling and
coaching in financial industry customer service, account management or call center.
– Fluent in English and Sinhala. Ability to speak in Tamil will also be desirable.
– Attention to detail, follow-through, and accountability.
– Ability to quickly learn web–based user support applications.
– Capable of working well with limited direction/oversight.
– Excellent telephone etiquette with mature and pleasant personality
– Proven ability to maintain confidentiality and data security of clients.


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