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Quality SpecialistPosted Date: 12 Jul 2013

Role Overview

The incumbent will drive continuous improvement in service quality metrics through various interventions to meet the business KPIs set by the client.


Key Accountabilities & Responsibilities

1.            To perform quality audits on call and email transactions with the aim of identifying the drivers for poor cost of quality.


2.            To proactively engage Operations and the client to formulate action plans and executes them to increase customer satisfaction and reduce complaints.


3.            To perform trends analysis on complaints, audits and customer satisfaction surveys.


4.            To coach Customer Care Officers on areas of improvements and areas done well.


5.            To champion process & quality initiatives and inculcate a service mindset among Customer Care Officers.


6.            To prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints.


7.            To conduct briefings to Customer Care Officers on learning points from erroneous audits and complaints.


8.            To facilitate calibration sessions to align understanding of work processes among all stakeholders.


9.            Any other quality related initiatives.


Work Relationship

1.            Direct Reporting to Service Quality & Training Manager

2.            Working relationship with Operations and the client to seek opportunities to improve customer experience


Education and Experience

1.            Diploma or Degree holder in any discipline

2.            At least 2 years working experience in a customer service or contact centre environment, with at least 1 year working experience in a similar capacity


Core Competencies

1.            Good interpersonal & communication skills

2.            Team player

3.            Able to work under minimal supervision

4.            Good planning & organizational skills

5.            Good analytical skills

6.            Meticulous with an eye for details

7.            Result oriented

8.            Assertive and firm when delivering feedback


Technical Competencies

1.            Working knowledge of contact centre operations

2.            Proficient in Microsoft Office applications – MS Word, MS Excel and MS Powerpoint.

Job Summary

Yr(s) of Exp 2
Qualification Diploma
Job Function
Job Function Customer Service
Zonal Segregation West
Job Type , ,