Job Description

Quality Assurance Lead (Call Centre)

• 12 months contract

The Client

• MNC IT Consulting

The Opportunity

• Perform transaction monitoring audits in accordance with the Authority\'s agreed Marking Guidelines.
• Highlight and coach/arrange coaching the identified outliers on the respective non-compliance.
• To prepare and broadcast innovative quality initiatives like infographics.
• Execute investigations and provided findings as well as corrective actions in the event non-conformities are identified.
• Work with CCM, Trainer and Team Leaders on quality initiatives and facilitate reward programs.
• Perform Post Call Survey Validation and call out to lowly rated surveys to understand reason for failure.
• Validate Compliments and compile types of errors, service lapses/complaints and submit via Feedback Tracker to client weekly.
• Analyzes the raw data and identifies areas that require attention such as high occurrence of the same error and reoccurrence of error by same CSO.
• Highlight any concerns to CCM, Trainer and Team Leaders for discussion after coaching sessions.
• Providing inputs and ensuring that the required QA reports are completed in a timely manner for provision to client
• To cover Trainer\'s job duties during Trainer\'s absence.

Your Background

• Diploma in Business or equivalent, with at least 3 years of experience in the contact centre industry
• Deep knowledge of quality assurance terminology, methods, and tools.
• Superb computer skills, including database management and meticulous in handling large data.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in best practices for version control.
• Understanding of agile/scrum methodology and how QA functions within it.

Interested parties please click "Apply Now" or contact Chevelle (EA Reg no: R1762272) at chevelle.tan[at]peoplebank.asia

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248

Additional Information

Career Level

Senior Executive

Qualification

Not Specified

Years of Experience

3 years

Job Type

Contract

Job Specializations

,

Company Overview

Peoplebank Singapore Pte Ltd is a leading multi-specialists recruitment company covering IT & Digital, Sales & Marketing, Business Operations & Support, Financial Services, Accountancy & Finance, Human Resources and Legal. We place the brightest professionals into some of the region\'s top employers.

We ensure that the services we provide are cost-effective and timely staffing solutions, so that our clients can continue to focus on results. Our core competency is the placement of temporary, contract, contract-to-hire, and permanent professionals.

Peoplebank Singapore is part of the Chandler Macleod Group, Asia Pacific\'s leading talent solutions provider and an arm of RGF Staffing, 4th largest recruitment company globally, owned by Recruit Holdings.
Our goal is to exceed the expectations of our clients, by providing the highest quality and true value in every aspect of our service.

Our team of qualified Consultants comes from a diverse range of industries and backgrounds. They are trained professionals with many years of experience and are able to quickly and efficiently match your skills and career objectives with job or project opportunities. We offer attractive salary and benefits packages for all our positions. Feel free to send in your resume for any of our job postings or call our office to enquire or chat with our Consultants.

EA Licence Number : 08C5248

Company Website: www.peoplebank.asia
Address: 8 Cross Street, #23-07, Manulife Tower, Singapore, 048424.
Company Mainline: +65 6429 1250
Main email:

Additional Company Information

Registration No.

199802032E

EA No.

08C5248

Company Size

1 - 50 Employees

Average Processing Time

13 days

Industry

Human Resources Management / Consulting

Singapore Post