Job Description Summary
To uphold service excellence through quality assurance of call centre operations, support the transition to OSS platforms, and ensure accurate data handling. This role involves making outbound survey and follow-up calls, supporting administrative functions, and driving operational efficiency through process improvements and data analysis.
Job Description
Key Responsibilities:
Call Operations & Quality Assurance (50 - 80%)
- Make outbound survey and follow-up calls based on campaign needs and call volume.
- Use provided call scripts and undergo training to ensure consistent and professional customer interactions.
- Accurately record survey results and ensure data integrity through timely data entry.
- Escalate adverse findings for further investigation or follow-up.
- Support call quality assurance activities, including monitoring and feedback.
Administrative & Operational Support (50% or more depending on needs)
- Create and revise SMS templates for customer communications.
- Send weekly SMS reminders and assist in preparing related reports.
- Assist in streamlining departmental processes to enhance operational efficiency (e.g., SOPs, reporting workflows).
- Uphold confidentiality and data security standards in all tasks.
- May be assigned to support or lead projects as needed.
OSS Transition & Data Analysis
- Support the transition of call operations and workflows to OSS platforms.
- Collaborate withcross-functional teams to ensure smooth integration and minimal disruption.
- Analyze call data to identify trends, gaps, and improvement opportunities.
- Prepare performance dashboards and reports for internal stakeholders.
Qualifications & Experience:
- Diploma or Bachelor's degree in Business, Communications, IT, or related field.
- 2-4 years of experience in call centre operations, service assurance, or administrative support.
- Familiarity with OSS platforms and data systems is an advantage.
- Proficient in Microsoft Office Suite experience with data tools (Excel, Power BI, etc.) preferred.
- Strong communication, organizational, and multitasking skills.
Key Competencies:
- Customer service orientation
- Attention to detail and data accuracy
- Analytical and problem-solving skills
- Process improvement mindset
- Confidentiality and integrity
- Adaptability and teamwork
Support documentation and maintenance of Standard Operating Procedures (SOPs) and reporting workflows.
