Quality Assurance Officer

QA team

Contract: 1 year

Working days: Monday - Friday, office hours
Location: Clarke Quay

• Prepare feedback on service quality across the contact centre and provides recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.
• Handle mailbox enquiries and resolves customers issues via email communication and personalised calls.
• Fulfil the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.
• Prepare data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies and techniques which enhances the overall effectiveness of the contact centre operations.
• Guide new employees to create a culture of service excellence.
• Assist in the compilation of data as and when required.

Require...