Job Description

We are looking for a Customer Quality Assurance Executive to join our dynamic team. You will own and undertake activities relating to Training, Quality Assurance and Knowledge Management in the Contact Centre.

Responsibilities:

• Conduct training for Customer Service agents and new hires within Singapore, Malaysia and APAC Region
• Prepare monthly online learning content and ensure 100% completion across all Customer Service Team
• Conduct mystery transactions (calls, emails, and chats) and audits every fortnightly for the Customer Service Team in Singapore, Malaysia and APAC region.
• Conduct monthly quality calibration with Customer Service Teams to ensure the teams aligns with standard operating procedures.
• Conduct monthly quiz for Customer Service Teams.
• Liaise with internal and external teams for updates on new products and processes and disseminate information across Customer Service Teams within 24 hours.
• To update Knowledge Base Articles (KBA) within 24 hours when there a new or existing process product and process update
• Prepare and ensure timely submission of Quality and Training Report every month.
• Analyze data, design and implement strategies, processes, and procedures to improve customer service quality, including training programs, quality monitoring tools, and performance evaluation systems.
• Attached to Call Centre operation once a month to hands on experience engaging the customers.
• Other tasks assigned by Manager, Assistant Manager to support the team.

Qualifications:

• Diploma qualification in Training, Quality or related studies.
• Minimum 3 years of training and quality audit experiences preferably in a call center environment.
• Excellent interpersonal and communication skills.
• Independent, ability to work under minimal supervision.
• Team player and able to work in a fast-paced environment.

Additional Information

Career Level

Senior Executive

Qualification

Diploma, Advanced/Higher/Graduate Diploma, Bachelor\'s Degree, Post Graduate Diploma, Professional Degree

Years of Experience

3 years

Job Type

Full-Time

Job Specializations

,

Company Overview

As Singapore\'s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost\'s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.

The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the \'Post Office\' was officially established as a government department in 1858. To learn more about SingPost\'s heritage, please visit https://160.singpost.com/. Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).

Being Singapore\'s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country\'s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.

SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost\'s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offers logistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.

SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore\'s ambitious plans for the future.

Additional Company Information

Registration No.

199201623M

Company Size

2001 - 5000 Employees

Average Processing Time

24 days

Industry

Transportation / Logistics

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits

Singapore Post