Job Description

Executive, Quality Assurance

Date: 28-Jul-2022 Location: Singapore, Singapore Company: Singtel Group
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.
What will your typical day look like?

• Manage the process and framework for gathering Customer Experience inputs and insights for Telesales and Live Chat.
• Provide strategic recommendations to Operations/business and cross-functional teams to improve Sales Performance.
• Facilitate quality assurance calibration sessions with internal and external stakeholders, resolving differences and providing clarity to drive alignment
  • For Telesales CE with Market Research Team - Represent the experience of the customer internally by connecting research, data, and qualitative evidence to influence teams to action
• Monitor outsourced partners compliance, adherence, and productivity
  • Manage independent auditing programs and workforces.
  • Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
• Maintaining sustenance to the Quality Assurance framework for new hires
  • Maintain Telesales Quality Hub with latest information including Telesales eBook, Quality Evaluation Guide, tracker and etc
  • Organizing QA introduction for new agents
  • Working closely with Training team to ensure new agents’ certification process smooth accordance to the stipulated procedure
  
  

Is this you?

• Min Diploma and above
• Min 5 years working experience in Customer Service or Sales role
• Well versed with MS Office (Word, Excel, PowerPoint and Outlook)
• Business writing and presentation skill
  • Planning and coordination skills
  • Good interpersonal and communication skills
  • Data collection and analytical skills
  • Crucial thinking and problem solving
  
  

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.