Job Description for Quality Executive:
1. Conduct transactional audits via various audit methodologies.
2. Conduct monthly coaching with staff, on their audit performance.
3. Maintain the audit framework, system and criteria.
4. Prepare the performance reports on audit results and findings.
5. Develop quality related training manuals, visual aids and briefing materials.
6. Conduct quality audit process training and call script training for newcomers.
7. Support and participate in other programs and projects by sharing best practices, experiences and know-how.
8. Maintaining and consolidating of knowledge base articles.
9. Conduct thorough investigation on feedbacks raised by the client and members of the public and presents investigation findings.
10. Prepare responses to the clients on feedbacks raised.
11. Prepare and conduct quality briefing for the contact center.
12. Analyze trends, identify area for service improvements/ training needs and make recommendations to the management team.
13. Engage in process improvement.
Requirements:
1. Diploma with 1 year of quality experience in call-center environment
2. Familiar with contact centre telephony systems & CRM process flow will be advantageous
4. Willing to work in the East.
Working Hours:
1. Able to work rotating shift, including weekends & public holidays
2. Able to committed to the following shift timings
3. 0700hrs to 2000hrs (1.5hours break)
4. 5 days week (4 weekday and 1 weekend)
Salary:
Gross $2420 excluding OT pay
*We regret that only shortlisted candidates will be notified.