Senior Quality Executive

2 days ago

Singapore beBeeQuality Full time
Job Overview

We are seeking a highly skilled professional to fill the role of Senior Quality Executive. This individual will be responsible for ensuring high-quality customer service and sales staff training, as well as developing dashboards for stakeholders on training updates.

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  • This includes providing training for new and existing staff in CFS, collaborating with line managers and stakeholders in the identification of training needs, and developing appropriate training materials.
  • The ideal candidate will also have experience with Service Quality / Quality Assurance and good communication and interpersonal skills.
Responsibilities

The successful candidate will have the following responsibilities:

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  • Provide training for new and existing staff in CFS.
  • Collaborate with line managers and stakeholders in the identification of training needs.
  • Develop appropriate training materials for training of customer service and sales staff.
  • Develop dashboards for stakeholders on training updates.
  • To back-up and support team members on related programs/initiatives.
  • Review of product information from stakeholders and ensure that information is sufficient for updating to KBS.
  • Ensure uniform and consistent content and navigation reviews.
  • Maintenance of KBS information by updating and archiving of obsolete information within agreed SLA.
  • Review of staff agent calls for service quality standards and compliance via listening-in.
  • Active role, ownership and participation for all Bank's customer satisfaction survey internally and externally.
  • Review of PDTs and Segments targeted campaigns to ensure information provided by product owners and segments is sufficient and clear for operational needs before information is updated to the bank's Knowledge Based System (KPBS) timely (agreed SLA); include where needed training, cascade and KPBS.
Required Skills and Qualifications

The ideal candidate should possess the following skills and qualifications:

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  • Degree holders or diploma holders with at least 3 - 5 years of relevant experience with 2 years in managerial position.
  • Certification in Learning / Training (Preferred).
  • Experience with Service Quality / Quality Assurance.
  • Good Communication and Interpersonal skills.
  • Commitment to work schedule.
  • Problem Solver, with good organizational ability.
  • Independent and self-starter.
  • Strong Analytical and Critical Thinking skill sets.
Benefits

This role offers a range of benefits including:

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  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.
Others

We are an equal opportunities employer and welcome applications from all qualified candidates.

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