![HAI LECK ENGINEERING (PRIVATE) LIMITED](https://media.trabajo.org/img/noimg.jpg)
Call Centre Trainer
2 weeks ago
Roles & Responsibilities
Working Location: Kallang, Central Region
Job Description:
- Conduct training for new staff on product knowledge.
- Perform quality audits on customer transactions such as phone calls, emails, web chats, and data entry.
- Align, review, and improve internal quality standards and procedures.
- Provide training for Team Leaders on transaction monitoring.
- Calibrate transaction monitoring with assessors.
- Supervise transaction monitoring.
- Design and implement quality processes in collaboration with relevant business units.
- Recommend appropriate training and tools to ensure a high level of service by the call centre.
- Check the efficiency and effectiveness of quality processes.
- Analyze data from quality audits and customer feedback to enhance service quality.
- Conduct root cause analysis and suggest improvements for continuous enhancement.
- Align service standards internally with industry benchmarks.
- Boost staff recognition through national and industry certification programs.
- Improve service excellence through the implementation of quality frameworks.
- Administer Customer Feedback procedures.
- Conduct Internal Quality Audits following ISO standards.
- Handle any other adhoc duties as assigned.
Job Requirements:
- Minimum qualification of GCE 'A' Level or Diploma in a relevant field.
- At least 3 years of experience in customer service or call centre.
- Preferred candidate with ACTA/ACLP certification.
- Demonstrate clear and effective communication skills, both written and verbal.
- Experience in quality assurance or a similar role.
Tell employers about your skills:
- Customer Service Skills
- Product Knowledge
- Coaching
- Quality Assurance
- Root Cause Analysis
- Information Technology
- Data Entry
- Project Management
- Audits
- Customer Satisfaction
- Statistics
- Service Excellence
- Call Center
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