Training Executive

22 hours ago


Singapore Tele-centre Services Pte Ltd Full time

Join us as a Trainer where you will lead training sessions and ensure quality standards for our customer service team. If you are passionate about enhancing service excellence and driving continuous improvement, we welcome your expertise.
- Conduct training for new staff on product knowledge.
- Align, review and improvise on internal quality standards and procedures.
- Conduct training for Team Leaders on transaction monitoring.
- Calibrate transaction monitoring with assessors.
- Supervise transaction monitoring.
- Design and implement quality processes jointly with relevant business units.
- Recommend appropriate training, tools and develop methods to ensure superior level of service delivered by the call centre.
- 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.
- Perform root cause analysis and recommend changes/enhancement for continuous improvement.
- 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.
- Administer Customer Feedback procedures of the company.
- Conduct Internal Quality Audits in compliance with ISO.
- Any other adhoc duties as assigned.

**Job Requirements**:

- At least 3 years experience in customer service related field or call centre environment.
- Demonstrate clear and effective communication, both written and verbal.
- Experience in quality assurance or similar capacity.

Pay: $3,800.00 - $4,500.00 per month

Schedule:

- Monday to Friday

Work Location: In person


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