RESPONSIBILITIES

• Ensure the quality monitoring is done to improve overall quality performance across the project based on the quality standards.
• Provide feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance.
• Train CSR’s on soft skills, call handling, ticket handling and communication skills.
• Provide report and analysis on quality progress to HOCS.
• Ensure contact reason categories are tagged correctly.
• Generate processes and guidelines for CSR’s to adhere.
• Attend calibration and meetings to ensure requirements are on par.
• Analyze the root cause of the issue and able to design an action plan.
• Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
• Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity, CSAT, CQM.

REQUIREMENTS

1. Experiences/ Knowledge:

• Have 1+ year of experience in developing and implementing quality assurance programs in a call center environment.
• Experience in providing performance feedback.
• Experience managing and driving team calibration to QA requirement.
• Have the ability to solve problems quickly and independently while working in a fast-paced environment.
• Have an exceptional listening skill.
• Intermediate to advanced reporting skills.
• Excellent ability to identify and analyze data for trends.
• College Degree.
• Good at MS skill.
• Good at English both written and spoken.

2. Nice to have:

• Experience in Tourism/Hospitality/Aviation/Accommodation.
• Experience in BPO.

BENEFITS

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse careers opportunities with various industry and products.
• Company trip, big annual year-end party every year, team building, etc.