Survey Experience Quality Specialist

3 days ago

Central Singapore PERSOLKELLY Full time

Salary: $4,000 Duration: 12 months Working hours: Monday - Thursday: 8.30am - 6pm, Friday: 8.30am - 5.30pm As part of service quality and delivery, this role demands large data analytical skill sets including fine tuning to ensure high accuracy detection in Speech Analytics system. The incumbent will also need to liaise extensively within the departments and also externally with supplier. **Responsibilities**: - Understand the Call Centre Systems and it’s concept - Ensure accuracy in system triggers to ensure false alerts are promptly reviewed and addressed - For Call audits category under SA, ensure business lines conform to audit criteria and participation - Liaise with business lines and vendor for constant content applicability, comprehensiveness and accuracy - Perform reporting to key stakeholders on critical matrices in SA - Ensure SA contents are concise to minimize misunderstandings within other business lines The incumbent may be required to support other adhoc duties as needed within the business lines **Requirements**: - Strong analytical skills and data comprehension expertise. - Possess at least 3 to 5 years in call center experience. - Attain Key Performance Indicators (KPI) set out i.e. >85% accuracy in SA triggers - Strong fact finding skills to ensure correct content are present and necessary. - Those with Call Center speech analytics background will be highly advantageous. - Able to work in a fast-paced environment and commit to extra hours to meet deadlines. - Possess high work ethics and acceptance to high compliance environment. Strong proficiency in Microsoft Office (Excel & Word) is required to ensure the deliverables in job functions. Reg No. R1989461 (Suzana Binte Slemat) **PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394

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