Conversation Design & Telesales Performance Specialist

What You'll Do

1. Scripting & Conversation Design (Core Skill)

• Write, edit, and maintain high-performing AI call scripts (openers, qualification, value proposition, objection handling, closing/CTA).

• Convert business rules and compliance requirements into clear, customer-friendly language (mandatory disclosures, consent wording, DNC handling, edge cases).

• Design structured conversation flows (intents, decision paths, fallback handling) to reduce confusion and drop-offs.

• Produce script variants for testing (tone, length, ordering, offer framing) and maintain a clear versioning/changelog.

2. Monitoring & Quality Analysis

• Review call logs and recordings to evaluate conversation quality and effectiveness.

• Identify recurring issues in content, logic, or flow; document findings and coordinate fixes with technical teams.

• Track script-related issues end-to-end until resolution and confirm impact post-change.

3. Testing & Iteration

• Support A/B tests, pilots, and controlled rollouts for script/flow updates.

• Monitor performance metrics and translate results into the next iteration plan.

4. Human Telesales Performance (Complex / Escalated Cases)

• Monitor productivity and performance of telesales agents handling escalations/complex cases.

• Track KPIs such as productivity, conversion, and call quality; identify gaps and propose improvement actions.

5. Enablement & Coordination

• Support onboarding and enablement for telesales agents (playbooks, talk tracks, do/don’t guidance, QA feedback loops).

• Collaborate with Product, Data, Engineering, and Sales Ops to maintain operational quality and alignment.

• 2–5 years in sales, customer experience, performance roles, call center/telesales environments, or similar.

• Demonstrated sales scripting / copywriting ability (concise, persuasive, structured messaging).

• Strong analytical skills to interpret call data, QA insights, and performance metrics and turn them into script actions.

• Strong ownership mindset, problem-solving ability, and clear communication skills.

• Comfortable working cross-functionally with Product/Data/Engineering/Operations.

• Strong attention to detail and disciplined execution (versioning, rollout control, QA).

Preferred Qualifications

• Experience with conversational AI systems (dialog flows, intent design, fallback handling) or script tooling for AI agents.

• Experience running messaging experiments (A/B testing, holdouts, pre/post measurement).

• Background in fintech/banking or regulated industries.

• Competitive compensation package, including 13th-month salary and performance bonuses

• Comprehensive health care coverage for you and your dependents

• Generous leave policies, including annual leave, sick leave, and flexible work hours

• Fun and engaging team building activities, sponsored sports clubs, and happy hour every Thursday

• Onsite lunch with multiple options, including vegetarian

• Grab for work allowance and fully equipped workstations Unlimited free coffee, tea, snacks, and fruit to keep you energized An opportunity to make a social impact by helping to democratize credit access in emerging markets