Quality Audit Specialist | Call Centre | Office Hours

TDCX; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A customer service company in Singapore is seeking a Quality Analyst to evaluate employee performance and improve service quality. The ideal candidate will have at least a diploma or degree and 2 years of experience in quality audits and process improvement. The role offers working hours from 8:30 am to 6 pm, Monday to Friday, with training provided.

Benefits

Training provided

Qualifications

• Candidate must possess a degree in any field.
• Preferably 2 years of related work experience.
• Experience in quality audit and process improvement is needed.

Responsibilities

• Evaluate employee behavior and customer service performance.
• Provide feedback to address skills gaps.
• Analyze quality reports with stakeholders.

Skills

Excellent organizational skills

Problem-solving skills

Customer service skills

Verbal and written communication

Time management

Education

Advanced/Higher/Graduate Diploma or Bachelor's Degree

Tools

Verint Speech Analytics

Call Center Tools

Job description

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations.
• Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.
• Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients.
• Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.
• Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement.
• Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance.
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is required for this position.
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative.
• Prior experience in Verint Speech Analytics is preferred.
• Knowledge of Quality terms, tools, and methodologies.
• Demonstrated ability to train and develop new and existing support agents.
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.
• Excellent verbal and written communication skills in English and the language of supporting market
• Strong time management skills and motivation to exceed expectations.
• Comfortable working with computers and multiple systems.

Additional Information:

• Working Hour: 8:30am to 6pm (Monday to Friday)
• Training provided
• Location: Bedok (East Region)

*Only shortlisted candidate will be notified