Call Centre Quality Assurance

About iMoney Group Founded in 2012, iMoney is South East Asia’s leading fintech marketplace for consumer financial and utility products, with operations in Malaysia, Philippines, Indonesia and Singapore. We compare credit cards, loans, broadband packages and various other financial products, providing consumers with the convenience of online comparison and the benefit of telephone-based advice. Serving over 20 million users annually iMoney is the “go-to” marketplace for consumers to learn, compare and apply for financial products, check their credit score and keep in touch with the latest personal finance news. iMoney is part of the ASX-listed iSelect Ltd, Australia’s largest marketplace for consumer finance and utility products. Our vision is to empower consumers to make intelligent decisions on money matters and our corporate culture is underpinned by six core values: Integrity, Make a Difference, On the Money, No Drama, Enterprising & Yearn to Learn


Job Description

Key duties:

  • Monitor, evaluates or audits outbound calls
  • Reports results of evaluations to appropriate business stakeholders
  • Participates in calibrations sessions / call listening sessions with the leadership team
  • Spearhead process, call flow and spiel changes and enhancements to improve overall quality of calls
  • Meet departmental productivity requirements (e.g. number of calls monitored per / person/ per/month)
  • Support management focus on review of key drivers, metrics and operational process (including training) that drive balance scorecard
  • Perform admin task for call centre departments
  • Responsible for adhoc projects
  • Review calls to ensure that all calls are followed based on the sales process, SOP, Compliance etc
  • Ensure all reward and recognition programs are executed in timely manners

Skills & Requirements

  • Bachelor’s Degree preferred
  • At least 3 years overall experience in a high-growth/high-traffic call center
  • Must be proficient in Microsoft applications (Word, Excel and Powerpoint) and Google docs with the ability to become quickly proficient with new applications
  • Good interpersonal and management skills
  • Strong communication skills
  • Dependable, self-motivated, and goal-oriented

Please send us your résumé, examples of your best works, sketches, prototypes or anything else that demonstrates your interest and ability.