Service Quality Champion

22 hours ago


Singapore beBeeQuality Full time $48,000 - $60,000

We are seeking a skilled professional to champion service quality and performance excellence in our contact centre operations.

Key Responsibilities:
  • Implement and manage the quality assurance framework, coaching Customer Service Officers (CSOs), and ensuring adherence to service standards.
  • Develop a comprehensive Service Quality Plan outlining QA measures, accountability methods, KPIs, quality management, and evaluation processes.
  • Conduct regular transaction monitoring audits, identify outliers, and arrange coaching sessions for non-compliance.
  • Analyze survey results and drive continuous improvement initiatives to enhance customer satisfaction.
  • Provide one-on-one coaching to CSOs on service quality standards and conduct internal audits to ensure compliance.
Requirements:
  • Prior experience in a contact centre environment is highly preferred.
  • Proven experience in QA monitoring, coaching, and auditing with strong analytical and reporting skills.
  • Ability to multitask, prioritise and manage multiple tasks with attention to detail and quality.


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