Customer Service Executive (QA)

Quality Monitoring:

-Monitor customer interactions through various channels (e.g., CCTV, phone calls, emails, chats and WhatsApp) to assess adherence to quality standards.

-Evaluate agent performance based on key metrics such as first-contact resolution, customer satisfaction ratings, and average handling time.

Mystery Shopping:

-Oversee the entire program, from recruiting and training shoppers to coordinating visits and compiling performance reports. Ensure regular assessments and keep evaluation tools up to date.

Quality Assurance Training:

-Collaborate with the Customer Experience Manager to develop and deliver quality assurance training programs to improve agents' and staff performance and knowledge.

-Provide coaching and feedback to agents and outlet staff to help them develop their skills and address performance gaps.

-Create and maintain quality assurance documentation and guidelines.

-Work with the Customer Experience Manager to create learning content and deliver via the LMS module.

Process Improvement:

-Analyze customer feedback and identify opportunities for process improvement

-Collaborate with other departments to ensure alignment with customer service goals.

-Conduct customer satisfaction surveys and analyze results to implement quality initiatives.

Reporting:

-Prepare regular quality assurance reports, including key performance indicators and recommendations.

Job Requirements:

• Experience working in a contact centre environment.
• Experience in training and coaching frontline employees will be an added advantage.
• Proven experience in customer service or quality assurance in a contact centre.
• Data-driven, strong analytical and problem-solving skills.
• Proficient in spreadsheets such as MS Excel & Google Sheets
• Experience working knowledge with LMS will be an advantage
• Excellent communication and interpersonal skills.
• Meticulous attention to detail
• Able to work independently and effectively without supervision

*Company Certified under Progressive Wage Model (PWM)

*Career progression

*Flexible environment