We are looking for a detail-oriented and proactive QA and Training Specialist to join our team. In this role, you will be responsible for monitoring sales calls, ensuring quality standards, and delivering training programs to enhance sales performance and customer engagement.
Job Responsibilities
- Review and assess telemarketing sales calls based on predefined quality standards
- Identify strengths, areas for improvement, and trends in sales conversations
- Ensure compliance with company policies, sales scripts, and regulatory requirements
- Conduct regular call calibration sessions with sales teams and management
- Provide detailed and constructive feedback to sales agents on call performance
- Develop and deliver training programs focused on objection handling, closing techniques, and customer engagement
- Conduct one-on-one coaching sessions and group workshops
- Design interactive role-playing exercises and real-time call coaching
- Analyze sales call data and conversion rates to identify areas for improvement
- Collaborate with sales teams to refine sales scripts and strategies
- Work closely with team leads and managers to implement performance enhancement plans
- Track training effectiveness through KPI improvements and agent feedback
What We're Looking For
- Minimum 2 years of experience in quality assurance, sales coaching, or training within telemarketing, call centers, or outbound sales
- Proficient in spoken and written English, Bahasa Malaysia, and Mandarin
- Familiarity with sales KPIs such as conversion rate, call handling time, and customer engagement
- Proven experience in sales quality assurance, coaching, or telemarketing
- Strong understanding of sales techniques, objection handling, and customer psychology
- Excellent analytical skills for assessing call quality and providing actionable feedback
- Strong communication, coaching, and interpersonal skills
- Experience with QA tools, CRM systems, and sales analytics software is a plus
- Ability to conduct engaging training sessions and motivate sales teams