Call Centre Trainer

TELE-CENTRE SERVICES PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A customer service solutions provider in Singapore is seeking a Quality Assurance Specialist to conduct trainings, perform audits, and align quality standards. The ideal candidate has at least 3 years of experience in a customer service or call center environment and possesses strong communication skills. This role is pivotal in enhancing service quality and implementing effective quality processes.

Qualifications

• At least 3 years experience in customer service or call center environment.
• Experience in quality assurance or similar capacity required.
• Candidate with ACTA/ACLP will be an added advantage.

Responsibilities

• Conduct training for new staff on product knowledge.
• Perform quality audits on customer transactions.
• Align internal quality standards and procedures.

Skills

Quality assurance

Effective communication

Data analysis

Job description

Job Description:

• Conduct training for new staff on the product knowledge.
• Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives.
• Align, review and improvise on internal quality standards and procedures.
• Conduct training for Team Leaders on transaction monitoring.
• Calibrate transaction monitoring with assessors.
• Supervise transaction monitoring.
• Design and implement quality processes jointly with relevant business units.
• Recommend appropriate training, tools and develop methods to ensure superior level of service delivered by the call centre.
• Perform checks on the efficiency and effectiveness of quality processes.
• Analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality.
• Perform root cause analysis and recommend changes/enhancement for continuous improvement.
• Align internal service standards with industry benchmarks.
• Increase staff recognition through various national and industry certification programmes and company reward and recognition programme.
• Enhance service excellence by recommending and implementing national and international quality frameworks in the organization.
• Administer Customer Feedback procedures of the company.
• Conduct Internal Quality Audits in compliance with ISO.
• Any other adhoc duties as assigned.

Job Requirements:

• At least 3 years experience in customer service related field or call centre environment.
• Candidate with ACTA/ACLP will be an added advantage.
• Demonstrate clear and effective communication, both written and verbal.
• Experience in quality assurance or similar capacity.