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Quality Specialist

Date: 03-Apr-2021

Location: Singapore, Singapore

Company: Singtel Group

 

Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.

 

Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.

 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020

 

 

Quality Specialist Operations & Support
The Quality Specialist is responsible for improving the service standards in the contact centre. He/She is to take ownership for improving customer experience through conducting complaint analysis to identify root causes and work with key stakeholders to propose effective solutions to eliminate systemic process/ service issues. He / She will also be required to perform audits on call and email transactions, coaching and other quality initiatives.

 

Key responsibilities: 
•    Perform audits on call and email transactions with the aim of identifying the drivers for poor quality 
•    Perform calibration with clients to ensure consistency in knowledge transfer
•    Prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints.
•    Prepare reports based on results from Monthly Quiz and highlight key areas of concern.
•    Coach Customer Care Officers on areas of improvements and areas done well based on CSAT, audits and soft skills 
•    Conduct monthly briefing sessions with Operations to share areas of improvement.
•    Review Customer Satisfaction Survey verbatim through contacting customers to identify gaps for process improvement. 
•    Develop and lead specific customer engagement initiatives across the contact centre to enhance customer experience
•    Conduct complaint analysis to identify root cause and work with internal stakeholders to propose effective solutions to eliminate systemic process or service issues.
•    Selected SQ will go through the new hire training program including assessment test (classroom & 2 weeks of call handling)

 

Requirements: 
•    Diploma/ Degree in any discipline from a recognized tertiary institution 
•    At least 2 years working experience in a customer service or contact centre environment, with at least 1 year working experience in a similar capacity.
•    Proficient in all MS Office applications and good presentation skills 
•    Good analytical skills with a flair for identifying trends
•    Good interpersonal & communication skills
•    An independent individual who can also work well in a team
•    Good planning & organizational skills
•    Meticulous with an eye for details
•    Result oriented
•    Assertive and firm when delivering feedback

 

 

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.