- Oversee and implement call centre quality assurance standards and processes.
- Monitor calls to ensure compliance with scripts, policies, and procedures.
- Conduct daily survey recovery calls to gather feedback for service improvement.
- Evaluate team members transactional handling skills and provide constructive feedback.
- Lead briefings, calibration sessions, and 1:1 discussions with stakeholders to drive call quality improvements.
- Continuously refine the QA framework to align with program goals and requirements.
- Prepare QA dashboards and highlight audit trends and completion status to management.
- Maintain monthly quality reports and present insights to stakeholders.
Requirements:
- Minimum Diploma of any discipline with 2 years of training experience in a customer service or call centre environment
- Prior experience and knowledge in call centre QA standards preferred
- Proficient in Excel for reporting and Powerpoint for presentation purposes
Interested candidates please send in your resume to:
Yvonne Suan Ying Zhen
CEI No: R24122857
Email: [Confidential Information]
EA License No: 99C4599
.All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.
