Customer Experience Service Assurance

**Get to know our Team**:
We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

**Get to know the Role**:
We are living in exciting times. Technology is reshaping how we live and we want to use it to redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia’s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.

Reporting into the Head of Process, Service Design & Excellence, Customer Experience, the Customer Experience Service Assurance and Quality Trainer is responsible for developing, shaping and executing the digital banking customer servicing strategy, as well as responsible for the smooth operation of the bank’s contact centre, where customer support executives interact with the bank’s customers across different touch points.
- Support delivery of a great customer experience by identifying strengths and/or development opportunities in the Digibank Contact Center (Live Chat and Voice Call) agents, in the way they are interacting with customers
- Support the Digibank Contact Center leadership in managing operations through capture of data relating to agent performance as well as overall customer experience performance, which in return, enable identification of continuous improvement opportunities and areas of wider training/coaching needs
- Provide customer support training and regular assessment to the bank’s customer support executives serving the bank’s customers in Singapore.
- Develop and formulate training curriculum, conduct classroom trainings and individual coaching and knowledge assessment to new and existing CS executives with the objective to ensure superb and consistent service quality delivery
- Good understanding of the bank’s contact centre channel strategies, servicing technologies, and process improvement initiatives to deliver effective and quality training to CS executives
- Be the PIC to drive team engagement and build a strong service culture and advocate Digibank values and standards for self and team

**The day-to-day activities**:

- Customer quality monitoring - Monitor quality of customer experience in chats and calls of each agent within the Digibank Contact Center teams
- Provide additional targeted monitoring of chats / calls where performance metrics for individual agents who are deemed to present a customer experience risk
- Capture quantitative scoring and qualitative information relating to performance of the agents in the calls/chats
- Providing quality feedback and coaching
- Collaborate with team leaders to identify any strengths or development opportunities for the agents, agree on and take accountability of targeted coaching for individuals and deliver one-to-one coaching where appropriate
- Use preferred Digibank coaching models and techniques to provide coaching in areas such as skills development (for both Live Chat as well as Voice Calls) and overall performance improvement
- Consistently coach to reinforce Digibank values, structuring challenging conversations effectively and making coaching conversations part of the leadership
- Work with the Digibank Contact Center Management and Knowledge Management Team resources to help identify any recurring issues and drive continuous improvement items that require wider activity than coaching (e.g. list of frequently asked customer queries to a Live Chat or Voice Call agent)

**KPIs**:

- Checks per agent per month, overall quality score targets, on-time reporting and feedback (including, but not limited to)
- Review of a set number of customer-agent interactions per agent for each team
- Quality of complaint handling and issue resolution
- Achievement of operational efficiencies and productivity of team
- Feedback from team and other Digibank Contact Center colleagues
- Achieve scheduling, attendance and time keeping standards to ensure customer contact availability
- Design and develop training materials and curriculum. Recommends additional learning materials as appropriate.
- Assess employee training needs and provide feedback to management.
- Maintains a central repository of internal department and external class training records and materials.
- Coordinates all assigned projects, ensure projects are completed by target deadlines, and provides project status updates to management.

**The must haves**:

- 3-5 years experience in a Contact Centre /