Location Singapore - East
Industry Business Process Outsourcing (BPO) > Outsourcing
Job functions Healthcare R & D > QA/QC
Business Operations > Customer Service/Customer Support/Call Center
Job number JO-181205-176797

Company overview

高品質でハイパフォーマンスなカスタマーサービス、アウトバウンドテレコムプラットフォームを構築している外資系企業
Customer Experience Officer募集
大手外資系企業に常駐する場合もあるため、とってもグローバルな環境で就業できます。

Job description

【業務内容】
下記がご担当いただく業務内容となります。

・オペレーターのスキル分析、結果に伴う研修内容の組み立て、現状の研修フローの改善
・ミッション共有からのマインド・メンタルケア
・業務環境の把握、改善
・トークスクリプトの見直し、活用度のヒアリング
・顧客満足度やクレームの分析

以下、英文でもご参照ください。
•Partners closely with client’s internal teams to ensure that decisions made by Vendor’s staff are being regularly audited for accuracy and that performance feedback is being shared with responsible teams.
•Excellent analytical abilities as demonstrated by gathering, analyzing and delivering information in both verbal and written formats.
•Ability to provide balanced coaching and feedback to develop employees/agents.
•Ability to conduct skills gap analysis and provide actionable feedback to training team.
•Handle client customer satisfaction and feedback management through weekly scrubbing of survey results and calling clients to understand their rating of the Marketing Expert
•Clearly demonstrated passion for ensuring the success of company culture of excellence and commitment to quality.
•Drive accountability with team leads and their teams to meet QA performance goals and ensure program standards are met on a week-over-week basis. This includes:
・Ensuring timely completion of weekly quality audits
・Regular attendance to Bi-weekly calibration sessions
・Regular coaching sessions with the Marketing Experts to share strengths and weaknesses based on Quality Audits

Requirements

【要件】
下記要件を満たしている方を募集します。

・コールセンターやホスピタリティー関連企業での品質管理(QA)経験
・分析力、課題形成能力、改善におけるプランの提案・実行、的確に伝えるコミュニケーション力
・Self-driven, Customer Creed Mindset
・日本と韓国チームを担当するため、両言語力が必要となります。
・ビジネスレベルの英語力
※社内外コミュニケーションで必要なため

以下、英文になります。
•Minimum Diploma Holder with strong proficiency in English, Korean and Japanese.
•Preferably 1 year of experience in quality assurance role in an inbound contact centre environment.
•Open to consider candidates with coaching experience.
•Has strong communication skills with all levels of management.
•Proficiency in multi-tasking and prioritization.
•Excellent analytical abilities as demonstrated by gathering, analyzing and delivering information in both verbal and written formats.

Additional information

【給与】
~SGD6500/month +ボーナス
※過去の経験と実績、選考の評価によって前後する可能性有

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