Survey Experience Quality Specialist

2 days ago

Central Singapore PERSOLKELLY Full time

Salary: $3,500 - $4,000 Work Days: Monday - Friday Work Hours: 8.30am - 6.00pm

**Responsibilities**:

- Assist respondents to complete surveys using approved methodology by explaining survey objectives
- Compile, record and input data collected from completed surveys into the system
- Conduct verification to ensure completeness and accuracy of data collected
- Ensure that KPIs and service levels are met consistently via prompt follow ups
- Work closely with inbound/ outbound Project Experience Managers to develop quality service operational SOPs and processes
- Evaluate and improve current SOPs while setting up new deliverables and SOPs within the operational guidelines
- Drive customer experience centre initiatives including call audits
- Guide the team to achieve the expected behavioral and efficiency standards through coaching to level up on the customer experience
- Root cause analysis to identify triggers for customer dissatisfaction and identify areas of improvement within team
- Perform service recovery and provide pro-active solutions for escalation
Identify and highlight gaps in service deliverables for continuous improvement
- Provide recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence
- Analytical thinking process
- Able to organise, identify and/or derive reports using Excel Any other adhoc duties

**Requirements**:

- Singaporean At least 5 years of relevant experience in call audit, QC in call centre environment

Reg No. R1989461 (Suzana Binte Slemat)

**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - **EA License No. 01C4394

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