Quality Assurance Manager
Capita
Singapore
14h ago

Job Description

  • Develop and maintain call centre quality standards
  • Review customer service conversations such as calls and emails
  • Evaluate interactions with customers based on internal standards
  • Provide support to customer service team when required
  • Outline training guidelines and programs for customer service team
  • Provide constructive feedback on evaluations
  • Outline training guidelines and programs for customer service team
  • Monitor customer service team performance
  • Analyse customer service metrics and team performance based on KPI
  • Create strategies to achieve required support KPI
  • Provide support to customer service team when required
  • Outline training guidelines and programs for customer service team
  • Monitor customer service team performance
  • Reports on customer service evaluation and performance to the Team Manager
  • Any other ad-hoc duties as assigned
  • Requirements

  • Minimum GCE O’ Levels is required for this position
  • Meticulous and detail-oriented
  • Good interpersonal and communication skills
  • Able to work half day on Saturday
  • Able to start work within a short notice will be an added advantage
  • Interested candidates who wish to apply for the advertised position, please click on Apply Now . Alternatively, you may email us an updated copy of your resume (Attn : CWJ) or contact our office at +65 6709 3490 for a confidential discussion.

    We regret that only shortlisted candidates will be notified.

    Job Code : CWJ

    Email Address : bs2 capitasingapore.com

    EA License No. : 08C2893

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