Cs Senior Quality Specialist

4 days ago

Singapore Booking.Com Full time

This role is key in the roll-out to and execution of the CS Quality framework / strategy by the EPS sites to ensure quality and performance standards are fully understood and displayed by our EPS partners.

Through the audit of the quality management initiatives introduced to the EPS sites, this role provides useful insights to and operates in close collaboration with the CS Global Quality, Regional Change, Regional Learning and Regional EPS teams to develop improvements in processes and standards that can be efficiently and effectively executed by the EPS sites.
- Roll out and audit the execution of the CS Quality framework / strategy including evaluation methods, tools and systems to EPS sites in line with business goals and objectives
- Understands the key drivers of customer and partner satisfaction, identify opportunities and drive and review initiatives proposed by EPS quality teams to improve Quality and performance scores
- Evaluate EPS sites’ quality performance to support consistency in quality evaluations and to propose improvements required for the EPS sites to meet performance standards and service level requirements
- Review EPS sites’ quality performance to recommend improvements required to guest and partner handling processes in collaboration with the Regional Change team
- Collaborate with Regional EPS team to deliver relevant quality audit findings to the EPS sites to bring about service delivery improvements
- Through the outcome of quality evaluations, provide supporting information and recommendations to the Regional Learning team in support of effective and relevant operational training delivery to the EPS sites
- Support the training and development of CS Quality Specialists
- Relevant experience in quality evaluation concepts and quality monitoring tools preferably within a contact center environment

**Requirements**:

- 3-5 years of relevant Job Knowledge
- Ability to thrive and influence others in a fast-paced, regional and dynamic work environment
- Good use of evaluation and analytical skills to propose improvements to relevant stakeholders
- Excellent written and verbal communication skills with the ability to present information and influence thinking

**Pre-**Employment** **Screening**:

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