Call Centre Quality Assurance Specialist

1 month ago


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

Job Summary:

We are seeking a highly skilled Call Centre Quality Executive to join our team at PERSOLKELLY SINGAPORE PTE. LTD. The successful candidate will be responsible for ensuring the quality of our call centre operations, handling mailbox survey submissions, and providing excellent customer service.

Key Responsibilities:
  • Handle mailbox survey submissions, feedbacks, and requests from survey respondents within stipulated turnaround time.
  • Ensure consistent and detailed case notes are updated in the system after each liaison with respondents.
  • Responsible for inter-department liaison for correct assignment of respondents to the parties responsible.
  • Ensure accuracy in system triggers to prevent false alerts and promptly review and address them.
  • Perform reporting to key stakeholders on critical matrices in SA.
Requirements:
  • Strong analytical skills and data comprehension expertise.
  • Possess at least 3 to 5 years in call centre experience.
  • Attain Key Performance Indicators (KPI) set out i.e. >85% accuracy in SA triggers.
  • Strong fact-finding skills to ensure correct content is present and necessary.
  • Those with Call Centre speech analytics background will be highly advantageous.
  • Able to work in a fast-paced environment and commit to extra hours to meet deadlines.
  • Possess high work ethics and acceptance to high compliance environment.
  • Strong proficiency in Microsoft Office (Excel & Word) is required to ensure deliverables in job functions.

What We Offer:

  • Yearly renewable contract.
  • Location: Clarke Quay/ Chinatown.
  • Work days: Monday - Friday.
  • Work Hours: 8.30am - 6pm.

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://go.persolkelly.com/job/apply/6288


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