Quality Executive, Call Centre

Contract: 1 year

Working days: Monday - Friday, office hours
Salary: $3,500
Location: Clarke Quay

• Prepares 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.
• Handles mailbox enquiries and resolves customers issues via email communication and personalised calls.
• Fulfils the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.
• Prepares 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.

Requir...