Call Centre Trainer - Toa Payoh

apartmentTele-centre Services Pte Ltd placeToa Payoh scheduleFull-time calendar_month 

Job Description:

  • Conduct training for new staff on the product knowledge.
  • Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives.
  • Align, review and improvise on internal quality standards and procedures.
  • Conduct training for Team Leaders on transaction monitoring.
  • Calibrate transaction monitoring with assessors.
  • Supervise transaction monitoring.
  • Design and implement quality processes jointly with relevant business units.
  • Recommend appropriate training, tools and develop methods to ensure superior level of service delivered by the call centre.
  • Perform checks on the efficiency and effectiveness of quality processes.
  • Analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality.
  • Perform root cause analysis and recommend changes/enhancement for continuous improvement.
  • Align internal service standards with industry benchmarks.
  • Increase staff recognition through various national and industry certification programmes and company reward and recognition programme.
  • Enhance service excellence by recommending and implementing national and international quality frameworks in the organization.
  • Administer Customer Feedback procedures of the company.
  • Conduct Internal Quality Audits in compliance with ISO.
  • Any other adhoc duties as assigned.

Job Requirements:

  • At least 3 years experience in customer service related field or call centre environment.
  • Candidate with ACTA/ACLP will be an added advantage.
  • Demonstrate clear and effective communication, both written and verbal.
  • Experience in quality assurance or similar capacity.
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