1. Performance Monitoring & Support
- Assist the Sales Quality Supervisor in monitoring the daily performance of the Quality team.
- Review and follow up on call evaluation results related to B2C, Dealer, promoters, and retail shops.
- Ensure that all survey processes follow the approved quality standards.
2. Survey & Report Handling
- Prepare and upload daily survey results for each sales department (B2C, shops, agents, promoters).
- Extract and organize reports from internal systems on a daily, weekly, and monthly basis.
- Ensure that all reports are accurate, properly categorized, and submitted on time to the supervisor.
3. Data Analysis & Insights
- Conduct weekly and monthly analysis of survey results to identify recurring issues, weak areas, or patterns.
- Summarize performance trends and quality observations across all sales channels.
- Share insights with the Sales Quality Supervisor to support improvement plans and decisions.
4. Administrative & Coordination Tasks
- Support documentation of survey forms, evaluation criteria, and quality procedures.
- Coordinate with the supervisor to implement updates or improvements in the quality monitoring process.
- maintain an organized database of quality reports and feedback.
3. Data Analysis and Reporting
- Analyze quality call results and identify trends, recurring issues, or weak points in sales and support processes.
- Prepare weekly reports that include:
- Customer satisfaction and dissatisfaction rates across all segments.
- Common issues observed within departments and sales channels.
- Performance levels of each segment (e.g., shops, promoters, agents, B2C).
- Provide actionable recommendations to improve service quality and sales performance.
5. Daily Operations and Administrative Tasks
- Submit daily survey results for each sales department.
- monitor the performance of the quality (or relevant analysis environment/tools).
- Ensure all quality targets are met on a monthly and quarterly basis.
- Enforce compliance with internal policies and quality assurance procedures.
6. Requirements:
- Good proficiency in Microsoft Excel, including formulas, Pivot Tables, and basic data analysis.
- Solid knowledge in creating dashboards and using data analysis tools such as Power BI.
- Ability to work under pressure and meet deadlines.
- Good skills in data analysis and extracting key performance indicators.
- High accuracy in data entry and verification.
- Good communication skills with the ability to present reports clearly and professionally.
- Willingness to learn and continuously improve analytical tools and techniques.
- Ability to work within a team and coordinate with different departments.