*NEW* 1 Year Contract Team Lead/ QA- Call Centre ($3,500 to $4,000) #NJA - #1131751

1 YEAR CONTRACT

POSITION 1: TEAM LEAD- CALL CENTRE

• Conduct monthly auditing on team’s calls in accordance to guidelines and SLA

• Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries

• Escalate the issues, needs and insights to Management when necessary

• Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP

• Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary

POSITION 2: QA - CALL CENTRE

• Support the call centre in managing, implementing and execution of QA standards and processes.

• Conduct call monitoring on the calls (primarily in English, Mandarin and dialect) that have been made by call centre agents/executives to ensure that team comply with scripts, policy and processes.

• Conduct daily call-out for survey recovery and gather feedback for service improvement.

• Objectively assess and provide constructive feedback on the quality of transactional handling skills of team based on pre-defined criteria.

• Hold regular briefing and calibration session

Interested applicants can send their detailed resumes to [email protected] or call JANE @ 6735 1955.

JANE LUI JIE'EN

CEI: R1104482

Company Reg. No. 199601303W || EA Licence No. 99C4599