Contact Centre Service Quality Executive

Job Summary:

You will work closely with Management to analyse, plan and implement customer-oriented programmes.

Responsibilities:

• 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

Specifications:

• 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 eugene.kwek@careerfos.com