Service Quality Senior Executive

2 days ago

Singapore Maybank Full time
Responsibilities
  • Provide training for new and existing staff in CFS.
  • Collaborate with line managers and stakeholders in the identification of training needs.
  • Develop appropriate training materials for training of customer service and sales staff.
  • Develop dashboards for stakeholders on training updates.
  • To back-up and support team members on related programs/initiatives.
  • Review of product information from stakeholders and ensure that information is sufficient for updating to KBS.
  • Ensure uniform and consistent content and navigation reviews.
  • Maintenance of KBS information by updating and archiving of obsolete information within agreed SLA.
  • Review of staff agent calls for service quality standards and compliance via listening-in.
  • Active role, ownership and participation for all Bank's customer satisfaction survey internally and externally.
  • Review of PDTs and Segments targeted campaigns to ensure information provided by product owners and segments is sufficient and clear for operational needs before information is updated to the bank's Knowledge Based System (KPBS) timely (agreed SLA); include where needed training, cascade and KPBS.
Job Skills
  • Training
  • Quality-Assurance
  • Service-Quality
Job Requirements
  • Degree holders or diploma holders with at least 3 - 5 years of relevant experience with 2 years in managerial position
  • Certification in Learning / Training (Preferred)
  • Experience with Service Quality / Quality Assurance
  • Good Communication and Interpersonal skills
  • Commitment to work schedule
  • Problem Solver, with good organizational ability
  • Independent and self-starter
  • Strong Analytical and Critical Thinking skill sets
  • Please note only shortlisted candidates will be notified.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • Banking
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