Quality Specialist

Quality Specialist

1-4 years
Not Specified

Job Description

Job Description :

At Singtel, 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.
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.
  • 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 assessement test (classroom & 2 weeks of call handling)

  • Diploma in any discipline from a recognized tertiary institution
  • At least 1 year working experience in a customer service or contact centre environment, with at least 1 year working experience in a similar capacity.
  • Preferably with coaching or mentoring experience.
  • Proficient in MS Office applications - Word / Excel / Powerpoint
  • Good analytical skills with a flair for identifying trends
  • Good interpersonal & communication skills
  • Able to work under minimal supervisionwith good planning & organizational skills
  • Meticulous with an eye for details
  • Assertive and firm when delivering feedback
  • We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Other Information:
Monday - Friday Office Hours
Work location: Bukit Batok/Bedok

About SingTel

Singapore Telecommunications Limited, commonly known as Singtel and stylised as SingTel, is a Singaporean telecommunications conglomerate and one of the four major telcos operating in the country. The company is the largest mobile network operator in Singapore with 4.1 million subscribers and through subsidiaries, has a combined mobile subscriber base of 640 million customers at the end of financial year 2017.The company was known as Telecommunications Equipment until 1995. Singtel provides ISP, IPTV (Singtel TV) and mobile phone networks and fixed line telephony services.

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