Deskripsi Pekerjaan
Are you a meticulous professional with a passion for elevating customer experiences? PERSOL is seeking a dedicated Quality Assurance Officer to join our dynamic team in Clarke Quay. In this pivotal role, you will play a crucial part in maintaining high standards of service excellence and operational efficiency within our call center. We are looking for an individual who thrives in a fast-paced environment and is committed to driving continuous improvement and shaping success for our clients.
As a Quality Assurance Officer, you will be responsible for ensuring that all customer interactions align with our company’s service protocols and quality benchmarks. Your insights will directly influence training programs and process enhancements, helping us deliver impactful solutions to our stakeholders. This is an exciting opportunity to drive innovation and make a tangible impact on our organization's growth trajectory.
Tanggung Jawab
- Monitor and evaluate inbound/outbound calls to ensure compliance with company policies and service standards.
- Provide constructive, actionable feedback to agents to foster professional growth and improve performance.
- Analyze performance metrics and KPIs to identify trends, root causes, and areas for improvement.
- Develop, update, and maintain QA guidelines, scorecards, and assessment rubrics.
- Conduct regular calibration sessions with the quality team and management to ensure consistency.
- Assist in the creation of training materials and coaching guides based on common compliance issues.
- Report on quality trends and recommend process optimizations to enhance customer satisfaction.
Kualifikasi
- Bachelor’s degree in Business, Communications, or a related field is preferred.
- 1-2 years of experience in Quality Assurance or Customer Service roles.
- Strong analytical skills with the ability to interpret data and generate clear performance reports.
- Excellent verbal and written communication skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Detail-oriented approach with a strong focus on accuracy.
- Ability to work independently and collaborate effectively within a team.