Quality Assurance, Contact Centre - #1096906

Responsibilities:

• Monitor and evaluate the quality of channel operations processes to ensure compliance with organizational standards and guidelines. This includes performing sample checks on contact centre agents’ email response to citizens.

• Conduct regular audits, prepare quality reports, and recommend improvements to enhance efficiency and customer satisfaction.

• Develop and maintain quality control policies, training materials, and operational documentation.

• Collaborate with the team lead to identify root causes of process inefficiencies and implement corrective actions.

• Provide regular training and guidance to the operations team on quality standards and best practices.

Requirements:

• At least a diploma or equivalent or to obtain an A-level two (2)  GCE A and two (2) GCE AO level passes including General Paper (GP), or pass at least one (1) subject in H1 or H2 level)

• At least one (1) year of quality assurance experience

• Shall be computer literate, meticulous and equipped with good audit skills

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered.

We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.