Contact Center Service Quality Leader

2 days ago

Singapore beBeeCustomer Full time $90,000 - $120,000
Service Quality Contact Center Lead

As a Service Quality Contact Center Lead, you will play a pivotal role in ensuring the highest standards of service delivery are maintained across our contact centers. Your primary focus will be on leading a team of quality specialists who work closely with business stakeholders to identify and resolve customer issues promptly.

Key Responsibilities:

  • Review and assess escalations from various departments to identify, liaise, and resolve customer complaints thoroughly and efficiently.
  • Ensure the validity of each escalation prior to escalating it further and maintain the quality of the escalation process.
  • Liaise with business units and stakeholders to acknowledge customer feedback and requests, follow up on actions requested by customers, and contact customers to resolve their issues within the established service turnaround time.
  • Monitor adherence to rules, regulations, and procedures and escalate to senior management when necessary.
  • Handle customer complaints and ensure all callbacks to address customer issues are completed within the promised timeline.
  • Work with business units or within the contact center to identify, recommend, and support initiatives for improving contact center processes.

Requirements:

  • Minimum 2 years of experience as a universally trained Officer/Manager in a contact center environment.
  • Good knowledge of banking/cards processes, products, and systems.
  • Excellent written and spoken communication skills in English, with the ability to influence and persuade business stakeholders and customers.
  • Possess strong interpersonal skills, resourcefulness, and the ability to work independently and as part of a team.
  • A strong customer service mindset, excellent communication, and problem-solving skills to represent the organization effectively.

Benefits:

  • Opportunity to work in a dynamic and growing organization.
  • Chance to develop leadership skills and contribute to the success of the contact center.
  • Competitive salary and benefits package.

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