A well-written job description can save time and energy for everyone involved. Your job ad should clearly state what you require, what is involved in the job on a day-to-day basis and what qualities and attitudes your company values most. If it does this effectively, it can attract the right people and may deter potential applicants who are not a good fit. With these goals in mind, we have provided the Quality Assurance Specialist – Telemarketing job description sample below.
Quality Assurance Specialist – Telemarketing Job Summary
As a Call Center Quality Assurance (QA) Specialist with Let’s Call Everyone, Inc., you will work in our downtown Friendly City, Kansas, call center, helping our operators provide the best service possible. We are a 24-hour call center, and assigned shifts may vary.
Quality Assurance Specialist – Telemarketing Job Responsibilities and Duties:
- Create scripts for new products
- Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation
- Train new hires on the importance of following scripts and on best practices during a call
- Monitor operators’ product knowledge, ability to handle objections and call closure
- Track performance of individual scripts and operators
- Prepare quality reports for floor managers and clients
- Update procedures and scripts based on customer response and changing business needs
Quality Assurance Specialist – Telemarketing Skills and Qualifications
- Listening skills
- Excellent interpersonal skills
- Sales and/or teaching ability
- 3-5 years’ experience in a training, coaching or sales setting required
- Demonstrated ability to create scripts and other written communications
- 1-2 years’ experience in a call center environment preferred
Let’s Call Everyone, Inc., was founded in 2002 to meet the growing demand for call centers in Central Kansas. We proudly employ more than 350 local residents in our state-of-the-art facility. Our clients range from physicians to credit card companies and telephone service providers. We pride ourselves on providing the best customer service delivered by the most knowledgeable operators in the county. Our Quality Assurance Specialists work with all of our operators to ensure that each one meets his or her full potential.
Writing a Job Description Best Practices
- The job description above is a great starting point for creating your own job postings, but you will probably want to customize it to better reflect your company’s needs and values. As you rewrite the description to better suit your needs, keep the following points in mind:
- Timing is everything – Post your jobs on Sunday night or Monday morning.
- Choose wisely – When deciding whether or not to use social media to advertise your job listing, think about where you would most likely find your ideal candidate. For example, if you can only hire employees who are at least 18 years of age, do not focus on a social media outlet that caters to high schoolers.
- Get found – Search engine optimization (SEO) is not as tricky as it sounds. Basic SEO can be accomplished by incorporating relevant keywords in a natural way. For example, listing the job title, location and specific terms like Quality Assurance, QA, QC, sales, marketing, management and call center can help your job ad show up in search results. For even more powerful search engine rankings, add a dedicated “job opportunities” landing page to your company website. Pages that have been around for a long time tend to rank higher than new ones, so reusing the same URL when advertising jobs can give each listing a little boost.
- Stand out – Reread the job listing you just created and ask yourself whether or not you have clearly articulated what sets your company apart from the competition. If you are having trouble with this, take a page from your customer-facing materials and use similar points in your job description. What does your company stand for? What makes you different from the rest? Be sure your potential applicants can see and appreciate those differences.
- It’s not all about the perks – When pitching your organization as a great place to work, it is good to mention any benefits that are offered, but don’t go overboard. Focus on your brand values and company culture. The people you really want to attract aren’t in it just for the perks.
The Quality Assurance Specialist – Telemarketing job description sample above is a good example of what your job description should look like in order to attract and retain the top talent for your company. Take the time now to craft a solid job description and jump-start your recruiting process.
Telemarketing Quality Assurance Specialist Job Responsibilities
It’s hard to find that perfect combination of marketing, sales and customer relationship management skills that make a telemarketing agent effective. Even harder is finding someone who can identify that combination, analyze the data driving it and transform that into metrics allowing you and your team leaders to monitor call quality and determine how it impacts the health of your business. When recruiting for a telemarketing quality assurance specialist, you’ll often find candidates weighted too far toward one skillset or the other, or even trying to transition from technology QA into telemarketing QA when they’re wholly different animals. Avoid the muddle and the mess of unqualified applicants by revising and enhancing your telemarketing quality assurance specialist job description.
Accomplish this by changing how you think of writing job descriptions. Toss the stodgy, tedious paragraphs of excessive data. Replace them with bullet points that can be quickly scanned, absorbed and understood. Revitalize your telemarketing quality assurance specialist job description with action verbs, and remove any confusion from candidates across other disciplines by being entirely clear on what a telemarketing QA specialist’s role is.
Here’s our starter list of telemarketing quality assurance specialist job responsibilities:
- Audit both live and recorded telemarketing calls
- Review calls against established metrics for call length, quality and opportunity generation
- Grade telemarketing agents against balanced scorecards
- Provide feedback to telemarketing agent team leads on areas for improvement
- Coach telemarketing agent team leads on effective training methods
Telemarketing Quality Assurance Specialist Job Specifications
Still getting those rogue applications that don’t remotely relate to the position? Clarify your telemarketing quality assurance specialist job description further with a list of job qualifications and skills. These are the traits you just can’t do without in a successful candidate. When unqualified applicants review this list and realize they’ve missed a few of the checkboxes, they’re more likely to exclude themselves and save you the time of rejecting them.
This list can also help you find that perfect candidate. For jobseekers who hit every mark, the list of specifications is an invitation to submit for further consideration. By adding this list to your telemarketing quality assurance specialist job description, you can attract and keep better talent without the work of digging the diamond from the rough.
If you’re not sure how to write telemarketing quality assurance specialist job specifications or the kind of criteria you should focus on, try our list for an example:
- 5+ years of experience in a call center environment in a QA role
- 10+ years in other QA roles with some sales background potentially acceptable
- Bachelor’s degree in marketing preferred, bachelor’s degree in business or related discipline accepted
- Experienced with Balanced Scorecard Institute software
- Train the Trainer certification a plus