Job Responsibilities
(1)Quality Assurance
- 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
(2)Compliance Audit
- 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.)
(3)Training & Coaching
- Develop training programs based on QA findings and business needs
- Deliver onboarding training for new hires
- Create training materials, SOPs, and standard scripts
- Conduct weekly coaching sessions and skill enhancement workshops
- Track training effectiveness and provide feedback
(4)Cross-Functional Collaboration
- Coordinate with Operations, Risk, Legal, and Brand teams on compliance or quality issues
- Support training and rollout of new policies and campaigns
- Help standardize QA and compliance frameworks across brands
Requirements
Skills:
- College degree or above; experience in QA, compliance, training, or telesales preferred
- Familiar with telesales/offline workflow and compliance standards
- Strong communication, analytical, and problem-solving skills
- High learning agility and ability to work under pressure
- Capable of producing QA reports, training materials, and compliance reviews independently
Experience:
- 1 - 2 years in tele-sales or training roles;
- Experience in iGaming, tele-sales, or call center industry is preferred.
Soft Skills:
- Excellent communication and teaching skills;
- Quick learner, able to understand business and update scripts rapidly;
- Clear logical thinking, good at summarizing and improving processes;
- Responsible, able to drive team to implement training outcomes effectively.
