[Melaka] QPM Officer/ Executive

Sudong Sdn Bhd

 

Do you want to be part of Asia’s leading communications group?
Come and join our dynamic team in one of the most sophisticated and exciting working environment.

Welcome to Sudong Sdn Bhd, a subsidiary company of Singapore Telecommunications Limited.

  

QPM Officer/ Executive (Call Center)

  

Responsibilities:

  • Performs Call Monitoring according to the processes and elements provided
  • To determine Quality standard and utilize Quality monitoring data management system to compile and track performance at team and individual level
  • To store all audited calls for review in the given location
  • To be responsible in supporting and taking proactive action together with respective Team Leaders on Overall Team FCR, CE & Quality Results at Team level
  • To liaise with Team lead for any misconducts / non adherence found during call audits
  • To continuously coach all the CCO under his/her supervision and track improvement trending and empowered to take action against CCO relating to Quality related failures or misconducts
  • QA Specialist will also be multitasking in diagnosing Complaint cases, reporting the case study to the respective Management Level  and churn proactive avoidance action at individual level
  • To ensure the processes and procedures set are adhered by agents at all times
  • To participate on monthly calibration and ensure she/he is at all times synchronized with the understanding of the QA elements with the rest of the team
  • To proactively identify areas for service and procedural improvement and make recommendations to the QA Lead, QA Manager & Operations.

 

Requirements:

  • Process Improvement in call audits
  • Customer oriented with good interpersonal and communication skill
  • Ability to build rapport with customers and understand their needs/exercise empathy when necessary
  • An effective team player with ability to interact with team to achieve goals & service excellence
  • Proactive & have great sense of urgency
  • Ability to perform in a fast paced environment & work well under pressure
  • Flexible to changes in work schedule
  • Effectively bilingual in English & a second language
  • Computer literacy (MS Office)
  • Great flexibility to undertake any other tasks assigned from time to time

 

Interested applicants are encouraged to apply online.
For further enquiries, you may contact Ms Ivy at
ivyngth@singtel.com or at 06-2277999

Sudong Sdn Bhd.
Human Resource Department
Level 9, Tower B, Jaya 99
No 99, Jalan Tun Sri Lanang, 75100, Melaka
.

 

Tarikh Tutup Permohonan: 03/11/2012

 

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