(VD-965) | Call Centre Assessor

(VD-965) | Call Centre Assessor

22 Nov

22 Nov



Our client, global respected technology giant, Samsung, is looking for a Quality Assurance expert who can review, study and coach our overseas based customer service agents with the end goal of improving the overall customer service experience.

This role will provide analytical insights on agent performance, agent satisfaction, APS, call quality and all other aspects of customer experience.

What would be your main duties and responsibilities?

- Proactively monitor all areas of customer escalations operation and suggest ways to improve the quality of Samsung service to customer.

- Study and evaluate call recordings, and provide feedback via reporting/scoring mechanism relevant stakeholders.

- Conduct regular coaching sessions with team leaders and call centre trainers.

- Work closely with L&D; team to provide feedback on call audits and standards, and assist with preparation of training requirements.

- Monitor quality levels on digital written communications as well such as emails and sms to customers.

- Identify and deliver continuous proactive business improvement practices in view of providing better customer service experiences.

- Daily distribution or QA evaluation results/reports.

What experience are we after?

- Minimum 2 years of experience in similar quality assurance positions.

- Experience in customer service and/or case management is an advantage.

- Intermediate user MS Excel is desirable.

- Experienced in producing meaningful reports that can assist with decision making.

What skills would make you a strong applicant?

- Relevant level in MS Office (Excel, Word, PowerPoint, Access).

- Attention to detail.

- Strong listening skills with ability to quickly pick up relevant positive and negative points.

- Able to solve problems, make decisions and analyse situations.

- Customer service coaching experience is an advantage.

If you feel this role is perfect for you, then hit the apply button or call Kaajal Khelawan on 0481 757 793.

The original job offer can be found in Kit Job:

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