job description
Join our dynamic Telesales Team as a Telesales Team Leader & Quality Assurance (QA/QC) Specialist and play a pivotal role in shaping customer interactions while ensuring excellence in sales performance. Based in Bali (Canggu, Ubud, Denpasar, or surrounding areas), you’ll lead a team of telesales agents, optimize communication strategies, and uphold brand standards across WhatsApp, Instagram, and TikTok DMs.
In this hybrid/remote role, you’ll review conversations, assess script adherence, and implement scoring systems to enhance customer engagement and drive conversions. Your expertise in tone alignment, SOP compliance, and performance analytics will directly impact our sales growth and customer satisfaction. If you thrive in a fast-paced environment, have a keen eye for detail, and are passionate about sales optimization and team leadership, this is the perfect opportunity to advance your career in digital sales and customer experience.
We offer a competitive salary, flexible work arrangements, and professional development in a collaborative, results-driven culture. Join us and be part of a team that values innovation, accountability, and excellence in every interaction.
Responsibility
- Lead and mentor a team of telesales agents to achieve sales targets and performance KPIs.
- Conduct regular quality assurance (QA) reviews of WhatsApp, Instagram, and TikTok DM conversations to ensure adherence to brand tone, scripts, and SOPs.
- Develop and implement a scoring system to evaluate agent performance and identify areas for improvement.
- Collaborate with the sales and marketing teams to refine scripts, follow-up strategies, and customer engagement tactics.
- Provide real-time feedback and coaching to agents to enhance their communication skills and sales techniques.
- Analyze performance data and generate reports to track trends, identify bottlenecks, and propose actionable insights.
- Ensure compliance with company policies, data privacy regulations, and customer service best practices.
- Stay updated on industry trends, competitor strategies, and emerging tools to continuously improve sales processes.
Qualifications
- Proven experience (2+ years) in telesales, customer service, or quality assurance, with at least 1 year in a leadership or supervisory role.
- Strong understanding of digital communication platforms (WhatsApp, Instagram, TikTok) and their role in sales and customer engagement.
- Excellent analytical and problem-solving skills, with the ability to interpret data and drive performance improvements.
- Exceptional written and verbal communication skills in English and Bahasa Indonesia, with a keen eye for detail.
- Experience developing scoring systems, performance metrics, and training programs for sales teams.
- Familiarity with CRM tools, sales automation software, and Microsoft Office/Google Workspace.
- Ability to work independently in a remote/hybrid environment while maintaining high productivity and team collaboration.
- Passion for customer experience, sales optimization, and team development.