Quality Specialist - Call Centre
Duration: 1 Year Contract
Working Hours: 9.00AM - 6.00PM
Work Location: Clarke Quay
The Survey Experience Quality Specialist is responsible for addressing and resolving escalated issues while upholding the highest standards of service quality.
This role involves drafting clear and effective written communications that align with the government agency’s policies and protocols, ensuring a smooth and customer-focused resolution process.
Strong writing skills, a deep understanding of government regulations, and the ability to collaborate with various stakeholders are essential to managing sensitive matters and ensuring exceptional service delivery.
Responsibilities:
- Respond promptly and professionally to high-priority complaints or concerns escalated by internal departments or external stakeholders, ensuring a service-oriented approach.
- Create clear, concise, and accurate responses to escalated matters, ensuring compliance with government standards and policies while maintaining a focus on service excellence.
- Act as a key point of contact between internal departments and external entities (e.g., citizens, businesses, and other government agencies) to resolve issues efficiently and effectively, with a commitment to delivering high-quality service.
- Ensure that all written communications adhere to relevant laws, regulations, and agency policies, while reflecting the agency’s commitment to quality service.
- Maintain detailed and organized records of escalations, including actions taken, outcomes, and follow-up requirements, to ensure accountability and continuous improvement in service delivery.
- Identify trends and recurring issues in escalated cases, and provide feedback to improve processes, policies, and communication strategies that enhance the quality of service. Prepare concise and insightful written briefs on complex escalated issues, offering recommendations that prioritize both resolution and service quality.
We regret to inform that only shortlisted candidates will be notified.
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