Quality Assurance and Control Manager, Contact

2 days ago

Singapore Tangspac APAC Full time

Client Description:
Job Description:
**Position: Quality Assurance and Control Manager, Contact Centre**
**Employment Type: Permanent**
**Location: Central**

The Quality Assurance and Control Manager is part of the Controls and Governance team that performs Day-2 Review checks, conduct quality monitoring across Omni-customer interaction channels, identifying and recommending areas-of-improvement on interactions monitored, as well as ensuring the quality and customer experience meet standards of our client.

**Responsibilities**:

- Performs Day-2 checks on customer requests approved by Customer Service Representative (CSR) such as waiver request for credit cards and CashPlus to ensure adherence to guidelines set by business units and management.
- Ensure interactions meet performance expectations in accordance with quality monitoring standards through regular calibrations sessions and dialogues.
- Collate, prepare and analyze statistical reports on a regular basis based on checks performed, for Contact Centre Management reviews.
- Uses quality monitoring data to track performance at the team and individual level

Job Requirements:

- A university degree holder in any discipline with a minimum 5 years of relevant experience in Quality Assurance / Quality Control and is familiar with banking and/or credit cards process, products and systems.
- Passion for service, strong customer service mindset with good communication, comprehension and excellent problem-solving skill.
- A strong customer service mindset with good communication and customer centric drive to improve customer experience.
- Possess good interpersonal skills and able to work independently and as a team.
- High level of accuracy and attention to detail.

If you are interested in the role above please get in touch directly with Stefan Olsem for further discussion or Click APPLY NOW Below.

Job Reference number 4602
Data provided is for recruitment purposes only.

Tangspac Consulting Pte Ltd
03-02 The Octagon, 105 Cecil Street, Singapore 069534
EA Personnel Name: Olsem Stefanus Emmanuel
EA License: 07C3635 | EA Registration: R2094432

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