Quality Assurance

1 day ago


Singapore AGAPE CP HOLDINGS PTE. LTD. Full time

The QC in this role is responsible for aligning the quality of the performance of the **CALL CENTRE **operation with that of our client’s expectations and business requirements.

He/she is also expected to enhance and implement company’s TQM framework and make recommendations to improve the service quality processes and procedures.

**Job description**:

- Design call monitoring format and perform call monitoring to ensure demeanor, technical competencies and customer service performance adhere to the service standards.
- Adopt data-driven approach to track the performance at team and individual level.
- Participate in client’s service meeting to identify and understand their needs and provide solutions to address those needs.
- Conduct service quality audits and calibration session with Team Leaders and managers to align service standards.
- Assist on the enhancement of the training materials.
- Handle escalated complaints from customers.
- Investigate unresolved cases with high service levels.
- Evaluate the effectiveness of improvement plans and drive continuous learning process.
- Ensure agents meet the guidelines in accordance to PDPA when handling customers’ personal information
- Provide data-backed feedback and updates for corrective and enhancement of call centre operations, execution and compliances
- Secondary role in call centre operations / execution as and when required for resource optimization

**Requirements**:

- Min 3 years of relevant experience, preferably in the call centre/BPO industry, with a focus on quality and customer service.
- Diploma or Degree Holder
- Possess excellent verbal, written and interpersonal skill.
- Able to think independently and work as a team.
- Exceptional listening and analytical skills.
- Excellent time management skills.
- Must be proficient with Microsoft Office (intermediate Word, basic Excel).
- Able to work in a fast paced environment



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