Call Centre Quality Assurance Specialist

7 days ago


Singapur, Singapore PERSOLKELLY SINGAPORE PTE. LTD. Full time
Job Title: Call Centre Quality Executive

We are seeking a highly skilled Call Centre Quality Executive to join our team at PERSOLKELLY SINGAPORE PTE. LTD.

Roles and Responsibilities:
  • Handle mailbox survey submissions, feedbacks, and requests from survey respondents in a timely manner.
  • Ensure accurate and detailed case notes are updated in the system after each interaction with respondents.
  • Liaise with internal departments to ensure correct assignment of respondents to responsible parties.
  • Verify system triggers for accuracy to prevent false alerts and address them promptly.
  • Ensure business lines conform to audit criteria and participate in Call audits under SA.
  • Liaise with business lines and vendors to ensure content applicability, comprehensiveness, and accuracy.
  • Provide critical matrices reporting to key stakeholders in SA.
Requirements:
  • Strong analytical skills and data comprehension expertise.
  • At least 3 to 5 years of experience in call centre operations.
  • Achieve Key Performance Indicators (KPI) set out, including >85% accuracy in SA triggers.
  • Strong fact-finding skills to ensure correct content is present and necessary.
  • Call Centre speech analytics background is highly advantageous.
  • Able to work in a fast-paced environment and commit to extra hours to meet deadlines.
  • High work ethics and acceptance of a high compliance environment.
  • Strong proficiency in Microsoft Office (Excel & Word) is required.
  • Contract: Yearly renewable.
  • Location: Clarke Quay/ Chinatown.
  • Work days: Monday - Friday.
  • Work Hours: 8.30am - 6pm.

Interested candidates, please submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform.

By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation and the purposes set out in the Privacy Policy.



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