Customer Service Executive (QA)

Private Advertiser; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Quality Assurance professional to enhance customer service delivery. In this role, you will monitor interactions across various channels, implement training programs, and drive process improvements. The ideal candidate will possess strong analytical skills and experience in a contact centre environment.

Qualifications

• Experience in quality assurance within a contact centre.
• Training and coaching skills for frontline employees are advantageous.
• Data-driven approach with proficiency in spreadsheet tools.

Responsibilities

• Monitor customer interactions and evaluate agent performance.
• Develop and deliver quality assurance training programs.
• Analyze customer feedback for process improvement.

Skills

Analytical Skills

Problem-Solving

Communication

Interpersonal Skills

Attention to Detail

Education

Experience in a Contact Centre Environment

Tools

MS Excel

Google Sheets

Learning Management System (LMS)

Job description

As a Quality Assurance, you will play a key role in ensuring our customer service team and outlet staff deliver exceptional service to our customers. You will be responsible for monitoring and evaluating customer interactions across multiple channels. Identify improvement areas and develop strategies to enhance overall customer experience and loyalty. This role will report directly to the Customer Experience Manager. You will work collaboratively with the manager to implement training, coaching and programs, and improve the overall customer experience.

• Quality Monitoring:

  -Monitor customer interactions through various channels (e.g., CCTV, phone calls, emails, chats and WhatsApp) to assess adherence to quality standards.

  -Evaluate agent performance based on key metrics such as first-contact resolution, customer satisfaction ratings, and average handling time.

• Mystery Shopping:

  -Oversee the entire program, from recruiting and training shoppers to coordinating visits and compiling performance reports. Ensure regular assessments and keep evaluation tools up to date.

• Quality Assurance Training:

  -Collaborate with the Customer Experience Manager to develop and deliver quality assurance training programs to improve agents' and staff performance and knowledge.

  -Provide coaching and feedback to agents and outlet staff to help them develop their skills and address performance gaps.

  -Create and maintain quality assurance documentation and guidelines.

  -Work with the Customer Experience Manager to create learning content and deliver via the LMS module.

• Process Improvement:

  -Analyze customer feedback and identify opportunities for process improvement

  -Collaborate with other departments to ensure alignment with customer service goals.

  -Conduct customer satisfaction surveys and analyze results to implement quality initiatives.

• Reporting:

  -Prepare regular quality assurance reports, including key performance indicators and recommendations.

Job Requirements:

• Experience working in a contact centre environment.

• Experience in training and coaching frontline employees will be an added advantage.

• Proven experience in customer service or quality assurance in a contact centre.

• Data-driven, strong analytical and problem-solving skills.

• Proficient in spreadsheets such as MS Excel & Google Sheets

• Experience working knowledge with LMS will be an advantage

• Excellent communication and interpersonal skills.

• Meticulous attention to detail

• Able to work independently and effectively without supervision