- Handle mailbox survey submissions, feedbacks, and requests from survey respondents within stipulated turnaround time.
- Ensure consistent and detail cases notes updated in system after each liaison with respondents.
- Responsible for inter-department liaison for correct assignment of respondents to the parties responsible.
- Ensure accuracy in system triggers to ensure false alerts are promptly reviewed and addressed
- For Call audits category under SA, ensure business lines conform to audit criteria and participation
- Liaise with business lines and vendor for constant content applicability, comprehensiveness and accuracy
- Perform reporting to key stakeholders on critical matrices in SA
Job Requirements:
- Strong analytical skills and data comprehension expertise.
- Possess at least 3 to 5 years in call center experience.
- Attain Key Performance Indicators (KPI) set out i.e. >85% accuracy in SA triggers
- Strong fact finding skills to ensure correct content are present and necessary.
- Those with Call Center speech analytics background will be highly advantageous.
- Able to work in a fast-paced environment and commit to extra hours to meet deadlines.
- Possess high work ethics and acceptance to high compliance environment.
- Strong proficiency in Microsoft Office (Excel & Word) is required to ensure the deliverables in job functions.
- Contract: Yearly renewable
- Location: Clarke Quay/ Chinatown
- Work days: Monday - Friday
- Work Hours: 8.30am - 6pm
Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://go.persolkelly.com/job/apply/6288
By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation in GO and the purposes set out in the Privacy Policy https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with GO’s Terms of Use https://go.persolkelly.com/Tacand the Privacy Policy. If you wish to withdraw your consent, please email us at [email protected]. Please feel free to contact us if you have any queries. Suzana Binte Slemat (EAP No. R1989461) EA Licence No. 01C4394
