-Ensure sales cases submitted by the Telemarketing Agents are validated based on standard guidelines

-Follow through sales recovery cases with operations team to ensure validity of sales closure

-Analyze data collected and initiate improvement plan

-Conduct regular call calibration session with client, Team Leaders and Agents to ensure consistent understanding on sales validation

-Investigate client complaints by identifying the root cause and revert with action plan for operations team to work on for corrective and preventive action measures

-As and when required, OSE is expected to provide coaching or counselling to Agents based on sales validation results

-Update sales validation guidelines and SOP to maintain its validity