Quality Analyst

Philippines

YOUR TASK

SKILLS & REQUIREMENTS

Required Soft Skills:

Desired skills:

What can you expect from us?

Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. 

Work: We have a team of over 350 talented individuals in 6 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. 

Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. 

Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. 

Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

 
EEO Statement 
Hyphen Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.
 
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When you apply for a job on this site, the personal data contained in your application will be collected by Hyphen Group (“Hyphen Group” or “we”), a company registered and incorporated in Hong Kong and which can be contacted by emailing jobs@hyphengroup.io. Hyphen Group (the “Group”), is a group of companies that provide price comparison services as well as financial services, insurance products, communications and other products and services across Asia.

Your data is stored in a range of systems and formats. These include in your recruitment file, in the Group’s HR management system and in other IT systems, including the Group’s email system.

Hyphen Group processes a range of information collected from you. Subject to applicable law, this may include:

  • your name, address and contact details, including email address and telephone number;
  • your gender and date of birth;
  • details of your qualifications, skills, experience and employment history;
  • information about your current level of remuneration, including benefit entitlements;
  • details of your marital status and dependents;
  • candidate photographs;
  • details of your bank account;
  • Passport or other identification information; and/or
  • Information from compliance background checks.

Your personal data will be processed for the purposes of managing Jyphen Group’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, responding to and defending against legal claims, maintaining and promoting equal opportunities within the workplace and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under applicable Data Protection Laws as necessary for the purposes of the legitimate interests pursued by the Hyphen Group, which are the solicitation, evaluation, and selection of applicants for employment.

Who may have access to personal data?

Your information will be shared internally within the Group for the purposes of the recruitment exercise. This includes with members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy, internal and external auditors and IT staff if access to the data is necessary for the performance of their roles.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Hyphen Group to help manage its recruitment and hiring process on Hyphen Group’s behalf.

Hyphen Group may share your personal data with third parties in order to, obtain pre-employment references from other employers, obtain employment background checks from third party providers and to obtain necessary criminal record checks.

How long do we hold your personal data?

Your personal data will be retained by the Group for so long as the Group determines it is reasonably necessary to evaluate your application for employment. If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment in accordance with the contract of employment and our internal privacy policy.

What if you do not supply your personal data?

You are under no statutory or contractual obligation to provide data to the us during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.

Visa Status

Will you now or in the future require sponsorship for a work visa?

YOUR TASK

  • Call listening for all sales and customer service calls that are conducted by the company
  • Draft and review the quality standards of the company for sales and customer service including evaluation forms and scoring systems
  • Address most common & crucial quality issues
  • Manage the pitch creations for all scenarios of sales and customer service that improve sales conversions and increase the customer satisfaction
  • Ensure the sales and customer service teams adhere to the respective sales pitches and constantly improve the pitch to suit the needs of the company and the customer
  • Conduct mystery shopping exercise to ensure quality standards are met
  • Conduct monthly review of all sales and customer service staff with regards to product knowledge and quality standards
  • Setting and meeting performance targets for driving efficiency in sales and quality.
  • Participate in daily scrums to share inputs from call listening
  • Organize role plays sessions for sales and customer service in order to upskill the staff
  • Share inputs on call listening with managers for coaching and development purposes
  • Maintaining up-to-date knowledge of products and services of the company along with quality standards
  • Monitoring calls to improve quality, minimize errors and track operative performance.
  • Submit daily/weekly and monthly reports on call listening to respective line managers
  • Immediately highlight to line managers red flags and coach the advisor along with the line manager
  • Improving performance by raising efficiency and improving conversion rates for sales and customer service staff
  • Coordinate with department heads on training needs for the sales and customer service team and organize training interventions to meet quality standards
  • Update all logs sheets for calls heard

SKILLS & REQUIREMENTS

  • 3+ years work experience in a quality assurance and/or sales coach role/s for local outbound telemarketing and sales campaigns.
  • Showmanship, with nothing being too detailed or hands-off
  • Ability to excite and inspire all levels of a sales organization
  • Salesmanship and a love for sales
  • High sense of urgency and best in class work ethics
  • Entrepreneurial spirit
  • Fluent in English/Tagalog

Required Soft Skills:

  • Good in connecting with people
  • Positive and energetic
  • Hungry with high sense of urgency
  • 100% execution-minded and results oriented
  • Entrepreneurial hands-on approach to business (lead by example)

Desired skills:

  • Graduate of IIAP
  • Working knowledge of Car Insurance
  • Sales experience a plus
  • Experience building out quality assurance processes

What can you expect from us?

Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. 

Work: We have a team of over 350 talented individuals in 6 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. 

Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. 

Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. 

Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

 
EEO Statement 
Hyphen Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.