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Quality Assurance Specialist – Telemarketing Job Description

Quality Assurance Specialist – Telemarketing Job Description

This quality assurance-specialist sample job description can assist in your creating a job application that will attract job candidates who are qualified for the job. Feel free to revise this job description to meet your specific job duties and job requirements.

Quality Assurance Specialist Telemarketing Job Responsibilities:

Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.

Quality Assurance Specialist Telemarketing Job Duties:

  • Determines telemarketing quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new products.
  • Verifies telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Provides feedback to telemarketers by monitoring calls; monitoring feedback for external vendor programs; 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 by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Contributes to team effort by accomplishing related results as needed.

Quality Assurance Specialist Telemarketing Skills and Qualifications:

Listening, Internal Communications, Customer Service, Performance Management, Teamwork, Quality Management, Supervision, Motivation for Sales, Telemarketing , Telephone Sales, Product Knowledge



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