Job Description

  • Conduct QA scoring for telesales calls or offline visit records
  • Maintain and optimize QA guidelines, scorecards, and evaluation standards
  • Generate daily/weekly/monthly QA reports with insights and improvement actions
  • Work closely with supervisors to execute corrective actions
  • Identify quality gaps and propose operational improvements
  • Ensure all frontline activities comply with company policies and regulatory standards
  • Audit risk-related behaviors, misleading communication, or operational violations
  • Participate in complaint review and compliance case analysis
  • Identify potential risks and report compliance alerts
  • Support the implementation of compliance frameworks (blacklist, cooling-off rules, etc.)
  • Develop training programs based on QA findings and business needs
  • Deliver onboarding training for new hires
  • Create training materials, SOPs, and standard scripts
  • Co...

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