Responsibilities

• 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
• 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.)
• Develop training programs based on QA findings and business needs
• Deliver onboarding training for new hires
• Create training materials...