Job Description

1. Quality Monitoring & Regulatory Compliance

•  Listen to and evaluate telesales calls to ensure full compliance with the banking partner’s policies, internal quality standards, and regulatory requirements.
•  Conduct rigorous compliance checks to ensure agents strictly adhere to sales scripts, product disclosure requirements, and mandatory consent protocols during all customer interactions.

2. Feedback, Coaching & Training Support

•  Provide detailed and constructive feedback to telesales agents to drive continuous improvement in sales quality, regulatory compliance, and customer engagement.
•  Collaborate closely with team leaders and trainers to address performance gaps through refresher training sessions and targeted coaching initiatives.

3. Analytics & Performance Insights

•  Analyze call performance trends to identify recurring issues and proactively recommend improvements to telesales scripts, sales techniques, and customer handling strategies.
•  Prepare and present regular QA reports highlighting audit results, agent performance scores, and key trends to keep campaign management informed.

4.Operational Excellence & Documentation

•  Meticulously maintain accurate and organized records of all call evaluations, feedback sessions, and audit findings for reporting and official audit purposes.
•  Ensure telesales agents consistently deliver professional and respectful service to uphold the brand reputation of our financial partner.

Job Requirements

•  Minimum of a Bachelor’s Degree in Business Administration or a related field is a plus.
•  1–3 years of hands-on experience in a Quality Assurance role, preferably within the financial services sector.
•  Solid understanding of financial regulatory requirements and compliance standards.
•  Exceptional communication and interpersonal skills – you must be able to deliver feedback effectively.
•  Strong organizational skills with a keen eye for detail and accuracy.
•  Proficiency in Microsoft Office Suite and familiarity with QA monitoring tools or CRM systems.

Skills