
Executive, Quality
1 day ago
**Executive - Quality & Training**:
This position is part of the Student Services (SS) department within Office of Student and Alumni Relations (OSAR) serving as the first point of contact for students and alumni and enhancing the overall student services of the University. SS manages the SS hotline, counter and written correspondences to foster a student centric service environment.
**Job Requirements**:
- Minimally 2 years of experience in implementing training and quality initiatives, preferably in a contact centre environment.
- Prior experience in call centre operations will be an added advantage.
- Professional Qualifications in Contact Centre, Quality Assurance and Training (e.g., COPC, ACTA, etc.) will be an added advantage.
- Possess a good bachelor’s degree (preferably); but can be compensated with extensive experience in related field.
- Good written and communication skills, with the ability to influence and motivate colleagues on their improvement areas.
- Strong customer service mindset with good communication and problem-solving skills.
- Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
- High level of accuracy and attention to detail
- Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude.
- May be required to work extended hours during peak period and university events.
- Able to do data analysis and information research
- Ability to communicate well so as to act as liaison and help reach out to stakeholders, such as faculty and admin staff from other departments and divisions as well as associates and other stakeholders
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