About Atome Financial
Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.
Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:
- Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
- Atome Card: A paylater anywhere card.
- Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
Our culture is built on values that are core to who we are and what we stand for:
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
Job Description
To ensure the proper sales call flow in relevant quality assurance. Offer training to tele-sales team, prepared training materials/ data reports and optimizing QA flow to suit business needs.
Key Responsibilities
- Adapt / update / develop QA training based on the training requirements and delivered training concepts to suit different business sales flow/ Ad-hoc projects/ AB test/ Survey to implement purpose in local team and meet up target.
- Establish and follow the scoring critical to ensure standardize quality assurance procedure, commit local team QA passing rate meet up >=95%.
- To supervise tele-sales call monitoring process and agent user intention tagging result match with QA parameters and guidelines on evaluating 90 call sample routine daily depends.
- Create and update QA scoring criterion, classification, statistics, and analysis of quality management data to visualize and well-presented every weekly/monthly review.
- Training with standardize sales/ survey call flow/Ad-hoc or AB test flow, the QA trainer needs to conduct the training, and making sure, that all materials are available before the training and transfer the accurate purpose to local team meet up sales target.
- Checking all training call scripts/ Material/ Tools/ Systems at the training session to make sure local team are well-knowledgeable and can be used independent after conducted training.
- Carry out activities in accordance with the Company Code of Conduct (COC) already established and agreed. Offer one on one QA training for agents who has entered performance Improvement plan.
- Report unusual call works supervision to direct manager at any time.
- Support direct manager any ad-hoc tasks requests at works within timeline.
Qualifications
- Bachelor's degree from an accredited university.
- Strong proficiency in English.
- Minimum of 46 years experience in Quality Assurance and/or Training roles.
- Demonstrated customer-centric mindset with a strong focus on service excellence.
- Confident, approachable, and effective communicator who can collaborate well across teams.
- Proficient in Microsoft Office applications, particularly PowerPoint and presentation development.
- Willing to learn, receptive to feedback, and adaptable to changing business needs.
- Creative, flexible, and open-minded; comfortable sharing ideas and best practices.
- Experience in sales, customer service, or training environments is preferred; telesales industry experience is a strong advantage.
