• To conduct call monitoring on the calls that have been made by the respective telemarketers to ensure sales obtained comply with tele-script and product features.

• To objectively assess and provide constructive feedback on the quality of phone handling skills of telemarketers according to preset criteria.

• Hold regular calibration sessions with the call center counterparts, provide constructive criticism and feedback on vital areas of call quality and performance.

• Communicate and report regularly to Training/Operation Manager/Campaign Managers on areas to improve quality.

• Benchmark our quality standard with the market trend on an on-going basis.

• Track daily productivity.