Location | Kuala Lumpur Experience | Minimum 3–5 years Vacancies | 1 position
Closing date | 29 April 2010
Responsibilities
Promote quality achievement and performance improvement throughout the interaction centre
Set QA compliance objectives and ensure that targets are achievable by the service provider
Responsible to deliver high first call resolution
Responsible to deliver high quality of service to all customers
Define quality process and procedures throughout the interaction centre operation
Identify relevant quality-related training needs and deliver training
Collate and analyse performance data and charts against defined KPIs
Ensure customer feedback with corrective and preventive action and improve customer satisfaction index
Monitor performance of interaction centre and provide improvement if required
Provide continuous improvement on customer scripting and customer handling
Ensure operations is equipped with up-to-date technical knowledge for the agents
Regularly review and audit interaction centre SOPP
Regularly conduct group listening sessions (GLS) and individual listening sessions (ILS) for the continuous improvement of CSR activities
Prepare daily, weekly and monthly quality performance reports of the interaction centre (quality and first call resolution)
Job Requirements
A minimum of 5 years' relevant work experience in quality assurance or 3 years' relevant work experience in the call centre industry
Certified Customer Operations Performance Centre (COPC) or Support Services Professional Association (SSPA)
An in-depth understanding and experience of quality assurance standards
Ability to identify CSR performance and training required, capable of planning for training sessions
Ability to develop new quality elements and definitions
Demonstrated skill in monitoring quality performance in the call centre
Ability to provide process improvements for escalated cases in a professional and timely fashion
Ability to deal with difficult situations in a friendly manner and strive to find a speedy solution
Ability to work well under tight deadlines, sometimes heavy workloads and with a high degree of individual responsibility, all of which are implicit in the position
Independent and self-motivated
Ability to work with minimum supervision
Skills Required
Excellent communication and interpersonal skills – both verbal and written skills
Well-developed analytical skills which clearly identify and define issues on quality elements
