Customer Service Quality Assurance Specialist

6 days ago

Singapore beBeeQuality Full time $3,500 - $5,500

Job Title: Customer Service Quality Assurance Specialist

As a Customer Service Quality Assurance Specialist, you will be responsible for conducting training for new staff on product knowledge. You will also perform quality audits on customer transactions, monitoring phone calls, emails, web chats, data entry and other transactions handled by call centre representatives.

Your key responsibilities will include aligning internal quality standards and procedures, conducting training for Team Leaders on transaction monitoring, calibrating transaction monitoring with assessors, supervising transaction monitoring, designing and implementing quality processes jointly with relevant business units.

You will recommend appropriate training, tools and develop methods to ensure a superior level of service delivered by the call centre. Additionally, you will perform checks on the efficiency and effectiveness of quality processes, analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality.

You will conduct root cause analysis and recommend changes/enhancement for continuous improvement. Furthermore, you will align internal service standards with industry benchmarks, increase staff recognition through various national and industry certification programmes and company reward and recognition programme.

Enhance service excellence by recommending and implementing national and international quality frameworks in the organization. You will administer Customer Feedback procedures of the company and conduct Internal Quality Audits in compliance with ISO.

Key Requirements:

  • At least 3 years experience in customer service related field or call centre environment.
  • Candidate with ACTA/ACLP will be an added advantage.
  • Demonstrate clear and effective communication, both written and verbal.
  • Experience in quality assurance or similar capacity.

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