Job Description:
- Conduct training for new staff on the product knowledge.
- Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives.
- Align, review and improvise on internal quality standards and procedures.
- Conduct training for Team Leaders on transaction monitoring.
- Calibrate transaction monitoring with assessors.
- Supervise transaction monitoring.
- Design and implement quality processes jointly with relevant business units.
- Recommend appropriate training, tools and develop methods to ensure superior level of service delivered by the call centre.
- Perform checks on the efficiency and effectiveness of quality processes.
- Analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality.
- Perform root cause analysis and recommend changes/enhancement for continuous improvement.
- Align internal service standards with industry benchmarks.
- Increase staff recognition through various national and industry certification programmes and company reward and recognition programme.
- Enhance service excellence by recommending and implementing national and international quality frameworks in the organization.
- Administer Customer Feedback procedures of the company.
- Conduct Internal Quality Audits in compliance with ISO.
- Any other adhoc duties as assigned.
Job Requirements:
- At least 3 years experience in customer service related field or call centre environment.
- Candidate with ACTA/ACLP will be an added advantage.
- Demonstrate clear and effective communication, both written and verbal.
- Experience in quality assurance or similar capacity.
