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- Opportunity ID:
- MYO-20121049
- Type :
- Full time
- Position Level :
- ---
- Industry :
- Sales/Marketing - Telesales/Telemarketing
- Job Specialization :
- Management - Executive
- City :
- Jalan Sri Tun Lanang
- Description :
- • 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
- Lowest Qualification :
- SPM / O Level
- Closing Date :
- 2/25/13, 12:00 AM
Sudong Sdn Bhd
- Phone :
- 06-2277999
- Address :
- Level 9, Tower B, Jaya 99 ,No 99, Jalan Tun Sri Lanang, 75100, Melaka.
- City :
- Melaka
- State :
- Melaka
- Country :
Description
Sudong Sdn Bhd, A fully owned subsidiary company of SingTel, Asia’s leading communications group providing a portfolio of services including voice and data services over fixed, wireless and Internet platforms. It has a network of 37 offices in 19 countries and territories throughout Asia Pacific, Europe and the United States. Together with its regional partners, SingTel is Asia’s largest multi-market mobile operator, serving more than 185 million mobile customers in eight markets.
