Job Description

Responsibilities Plan, conduct, coordinate and implement a comprehensive training program for staff. Training components will be geared toward new hires and existing staff. Report individual call agents' progress and identify additional training needs. Work with stakeholder for alignment on learning materials to keep it updated. Work closely with team managers to ensure training gaps are addressed. Conduct and facilitate various form of training - classroom, role plays, pop quizzes, etc. Provide support in managing, implementing and execution of QA standards and processes. Conduct call monitoring on the calls that have been made by call centre agents/executives to ensure that team comply with scripts, policy and processes. Conduct daily call-out for survey recovery and gather feedback for service improvement. Objectively assess and provide constructive feedback on the quality of transactional handling skills of team based on pre-defined criteria. Hold regular briefing and calibration session with stakeholders to provide constructive feedback on vital areas of call quality and performance to ensure quality objectives of call centre and QA scheme are adequately communicated. Continuously review and fine tune the call centre quality assurance scheme/form to ensure it meets with program directions and requirements. Support and provide QA dashboard highlighting QA audit completion and trends to PM/stakeholders according to frequency stipulated.Requirements At least 2 years of training experience in a customer service or call centre environment. Proficient in MSF Processes and knowledge in QA standards would be an advantage. Proficient in Excel for reporting and Powerpoint for presentation purposes. Self-motivated and able to work independently. Able to support and work with the project team/L&D to drive QA and program objectives. As part of QA and Training transformation (L&D), candidate has to be prepared to work as a team to support L&D (from work processes to work scheduling/plan). Comfortable with working on Saturdays (half-day) to conduct trainings/refreshers from time to time. Open to feedback and additional responsibilities when assigned. Singapore Citizens only.
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