Head of Quality Monitoring, Knowledge Management

The strategic thrust for SIA’s customer contact operation is to deliver a seamless and best in class customer servicing experience for our worldwide customers, commensurate with our offering of world class travel products and services.

Towards this objective, harmonisation of our global operations, through an integrated network of call centre sites and central management of support functions, are core foundational pieces, have been laid down and have started to pave the way for our strategic vision.

The central management of our integrated, worldwide call centre operations serves as centre of excellence to drive continuous improvements and consistencies through process, policy changes, digital and development of a worldwide team of sustainable workforce under a multi-vendor setup.

**Key Responsibilities**

1. Quality Management & Investigation
- Develop "perfect contact process" and design agent's training.
- Develop, design, and execute quality testing and monitoring.
- Provide feedback to various Operations Departments on common trends, gaps, and performance results.
- Prepare reporting, dispute tracking, audit and coaching logs on a monthly basis for management.
- Conducting analysis on escalated internal disputes to ensure that principles are upheld or guidelines are improved.
- Drive key efficiency metrics to improve team and overall operational performance.
- Perform regular calibrations between Quality Assurance Team.
- Partnership with multiple geographic locations to ensure timely and accurate remediation and ensure SIA is getting the best quality from outsourced contact centres.
- Be a change agent in recommending solutions to improve quality scores including policies, procedures, training, and coaching initiatives.
- Continuous improvement of contact handling.
- Conduct benchmarking study and analysis to ensure that SIA’s contact centre metrics are aligned with industry best practices.

2. Knowledge/Content Management/Procedures
- Own the content management system and ensure that the system continually meets the needs of contact centres agents as well as internal users of the information.
- Maintain the knowledge and the management process while also serving as primary generator of new knowledge content.
- Communicate content to contact centre agents.
- Draft, catalogue, version control information in an easy format that supports searchability, clear and succinct presentation while ensuring obsolete information are removed.
- Challenge, change and improve policies and procedures that have impact on customer experience and difficulties for agents to follow.

3. Training & Staff Engagement
- Conduct instructor-led training, one-on-one sessions and coaching for internal contact centre agents on call centre skills as well as Airline Reservation technical skills.
- Assist in analysing potential opportunities to support call centre through recursive trainings.
- Attract, retain and motivate internal contact centre agents through training and engagement platforms such as yammer, contests and incentives.
- Collaborate with Ops Managers for managing effective transition of new hires to the floor.
- Work with outsource vendors to cross train agents to ensure consistencies and adoption of SQ customer service principles and values.
- Partner with internal Customer service and corporate training department to develop progressive, competency-based training programs in support of department initiatives for call centre employees.
- Develops processes to continuously improve training effectiveness.
- Organize and execute the training and development of potential future Trainers.
- Take responsibility for team cohesion, motivation, accountability and level of engagement.

**Required Skills**:

- A degree in any discipline.
- More than 10 years’ experience in call centre management.
- Knowledge of call centre processes and systems (eg Verint speech analytics), particularly in Quality Management and Training development.
- Experience in service delivery through mix of global outsourcers.
- Strong analytical skills with expertise in analysis of quality performance metrics for contact centre.
- Experience in frontline customer service and operations management.
- Airline background (especially with Airline Reservations & Ticketing knowledge + Amadeus Altea) and COPC qualifications would be a bonus.
- Good Interpersonal and Communication skills.
- Customer centric and service oriented.
- Strong leadership skills, mentoring skills, stakeholder management and team player.
- Able to work under stressful environment and be able to multitask.

**Other Requirements**
- Experienced working in or managing multiple outsourced providers
- Currently in a managerial capacity with sizeable team and reporting line
- Position is based in Singapore, but frequent duty travels may be required.