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.
What to Include in Your Quality Assurance Specialist – Telemarketing Job Description
Several elements are required when writing any job description. The type of information that goes into a standard job ad will usually fit into the following sections:
• Job Title – The best job title is one that clearly conveys the work to be done and is readily recognized by people in the industry. Only very creative businesses can get away with very creative job titles. The best bet here is to stick with familiar, easily-deciphered terms.
• Summary – This is where you give a general idea of what the position entails and how it fits in with the rest of your organization.
• Requirements – Reserve this section for skills, education and experience that are required, not simply preferred. Use bullet points and limit the list to 10 items or fewer.
• Desired Qualifications – This is the section where you list the things you are hoping for, but not demanding. Use bullets here, too, but not too many.
• Company Profile – Now is your chance to brag (just a little) about your company. Give potential applicants some background information, including your company’s history, mission, values and culture. Think of this as a quick “get to know you” section, not a full corporate write-up. Keep it brief and remember that the point is to showcase your company in a way that attracts like-minded people.
• Call to Action – Sometimes people need a direct invitation to act. Extend such an invitation to potential applicants by including a phrase such as “apply today” or “email your resume to firstname.lastname@example.org.”
Sticking to this basic outline can help you create solid job descriptions for other positions that open up in your organization, as well. If you think of other sections you want to add, feel free to do so, but remember to keep it brief and to the point.
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Writing Your Quality Assurance Specialist – Telemarketing Job Description: Dos and Don’ts
Now that you have the basic information down, here are a few more points to remember when creating your Quality Assurance Specialist – Telemarketing job description:
• Do include straightforward information about whom to contact with questions and how to apply. Imagine finding an advertisement for your dream job and then realizing there is no information on how to apply. Make it easy for your ideal candidate to submit his or her application materials by specifying what application materials you require and how to get them to the appropriate hiring manager.
• Don’t forget to make the job location clear. Because your posting may be shared all over the Internet, be sure to include the city and the state of the open position. Having this information included in the text of the ad may also help with search engine optimization (SEO).
• Do include salary information unless doing so is against your company policy. Job seekers are well within their rights to ask “What’s in it for me?” when considering whether or not to apply for a particular job. Help them to see the benefits of joining your company, including expected salary ranges, added perks, health or retirement benefits and so on.
• Don’t assume that everyone understands the ins and outs of the job you are advertising. This is especially important if you have stated that your requirements are flexible or that you will train the right person. You do not want to find out in the middle of an interview that the person on the other side of the desk is not at all interested in doing the work you need to have performed. Clearly-stated duties and requirements have the potential to save everyone involved from wasting time during the hiring and interviewing process.
Following these guidelines can help you create a powerful job description that attracts qualified candidates and weeds out underqualified ones.
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.