Leading Service Excellence

2 weeks ago


Singapore beBeeQuality Full time $48,000 - $60,000
Service Quality Champion

As a seasoned Service Quality Champion, you will be responsible for driving excellence in our Contact Centre.

Key Responsibilities:
  • Develop and implement a Service Quality Strategy, outlining QA measures, accountability methods, KPIs, quality management, and evaluation processes.
  • Foster a service quality mindset among Customer Service Officers (CSOs) and promote a strong service culture.
  • Conduct customer satisfaction surveys to support service audits, analyze results, and drive continuous improvement initiatives.
  • Provide coaching to CSOs on service quality standards and conduct internal audits to ensure compliance with public service protocols and KPIs.
Requirements:
  • Proven experience in QA monitoring, coaching, and auditing is essential.
  • Strong communication, analytical, and reporting skills are required.
  • Ability to manage multiple tasks with attention to detail and quality is necessary.
  • Passion for driving service excellence and continuous improvement is a must.


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