Contact Centre Service Quality Executive
You will work closely with Management to analyse, plan and implement customer-oriented programmes.
Reports to the contact centre manager
Responsible to attain excellent service quality across the call centre.
Assist to review all processes, identify improvements and make recommendations to improve the overall performance.
To ensure that all evaluators are well-calibrated for call monitoring
Perform call audits, coach & motivate staff
Conduct trainings & regular knowledge sharing meetings to share important lessons learnt and information
Maintain Knowledge-Base Repository
Involved in ad-hoc projects as assigned by manager
Diploma or Degree holder preferred
At least 3 years working experience in a contact / call centre environment
Possess excellent customer service, communication, training and interpersonal skills
Strong command of English and Mandarin/Malay/Tamil (to liaise with Mandarin/Malay/Tamil speaking clients)
Proficient in MS Office applications, especially power point & excel.
Able to work in a fast paced environment
High standards of customer service, honesty and integrity
Ability to work independently and as part of a diverse team
Matured workers are welcome to apply
send your updated CV to email@example.com