Advertised on 04-11-09. Application deadline on 03-12-09.
xcellink.pte.ltd is a Leading Recruitment Placement and IT Outsourcing Company. Xcellink provides Manpower and IT professionals and services to various multinationals and local corporations in both Singapore and Malaysia. It is a world of opportunities at Xcellink. We are looking at professionals like you and if you are interested in this position, join us by submitting your resume for this position. Please visit our company website at http://www.xcellinkgroup.com
License No. C670201B
Quality Analyst (Ref: ID)
(Jakarta Raya)
Responsibilities:
Evaluate Customer contacts by agents and provide feedback.
Uses quality monitoring data management system to compile and track performance at team and individual level
Proactively work with other QA team members to develop and implement best practices and identify training opportunities to improve Customer Satisfaction
Feels ownership of driving customer satisfaction and continually identifies opportunities to improve QA process
Holds calibration sessions with other Coaches / Mentors employed by Supplier
Participates in calibration sessions with internal customers to ensure Quality Assurance evaluations drive Customer Satisfaction to the desired level
Completes required number of evaluations on a monthly basis as dictated by internal customers
Participates in design of call monitoring formats and quality standards
Attends agents training and technical debriefs to maintain technical knowledge
Requirements:
Minimum Diploma holder
Minimum 1 year of experience in a call center environment, preferably in a technical environment
Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Strong knowledge of customer care processes and techniques
Demonstrated ability to work well in a team environment
Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment
