Responsibilities
• Propose a service quality plan which will detail the quality assurance measures, the method of accountability, the performance indicators, quality management oversight, contractual requirements, timeline, and ways to evaluate the effectiveness of the plan to the Authority for endorsement before the commencement date of the Contract.
• Inculcate service quality mindset amongst the CSOs; nurture a service culture.
• Incorporate the survey script and conduct customer satisfaction survey for each call CSO received for customer service satisfaction audit purposes.
• Review the survey results of the customer satisfaction survey and implement improvement measures/plans.
• Coach CSOs on the service quality standards (e.g.1-to-1 training).
• Conduct monthly or ad-hoc internal audits each month to ensure continual demonstration of the satisfactory service quality by the CSOs, including adherence to the Public Service’s No Wrong Door policy, First Responder Protocol, the Authority’s Service Standards and KPI Standards
• Perform transaction monitoring audits in accordance with the Authority’s agreed Marking Guidelines.
• Highlight and coach/arrange coaching the identified outliers on the respective non-compliance.
• To prepare and broadcast innovative quality initiatives like infographics.
• Execute investigations and provided findings as well as corrective actions in the event non-conformities are identified.
• Work with CCM, Trainer and Team Leaders on quality initiatives and facilitate reward programs.
• Perform Post Call Survey Validation and call out to lowly rated surveys to understand reason for failure.
• Validate Compliments and compile types of errors, service lapses/complaints and submit via Feedback Tracker to client weekly.
• Analyzes the raw data and identifies areas that require attention such as high occurrence of the same error and reoccurrence of error by same CSO.
• Highlight any concerns to CCM, Trainer and Team Leaders for discussion after coaching sessions.
• Providing inputs and ensuring that the required QA reports are completed in a timely manner for provision to client
• To cover Trainer’s job duties during Trainer’s absence.
Requirements
• A recognized diploma or its equivalent
• At least 3 years of relevant experience
• Deep knowledge of quality assurance terminology, methods, and tools.
Licence No: 12C6060
