Job Responsibilities: Reporting to the Quality and Training Manager, you shall be responsible to:
Conduct call quality Calibration session with Team Leaders and Managers to ensure standardization of compliance and excellent customer satisfaction.Perform thorough call investigations and provide call findings on all escalated cases and logged complaints or feedback from customers till resolution. Develop and conduct Training program for new and existing staff (e.g. Orientation, product training, role play, systems training, in-house training, etc.)Provide service and sales coaching to Contact Centre staff with recommended call scripts to improve staff service delivery and sales production.Ensure required CPD training hours for Contact Centre staff are fulfilled.Be regularly updated on the market regulatory changes to the PDPA and DNC; recommend initiative to our Company's practices in alignment of such policies.Prepare and analyze Quality & Training and Contact Centre statistic reports (e.g. agents' performance, sales incentives, service standards summary which include abandonment rates, average call handling time, etc.) for improvement plans. Any other tasks or projects as assigned by the Head of Contact Centre or Quality & Training Manager. Job Requirements:
Diploma or Degree holder in any field with GI certifications (BCP, PGI & ComGI).At least 3 years of training experience in a contact centre environment preferably in the insurance or financial industry.Excellent interpersonal and people management skills, verbal & written communication and presentation skills.Committed, self-disciplined, Customer Service and/or Sales oriented, multitasking and with an eye for details.Good learning attitude, analytical, problem solving and time management skills.Ability to work independently, and with high level of initiative in a high pressure and tight timeline environment.Proficient in MS Office and computer systems. Other Information and Benefits 5-day work week (Mon- Fri, 9 am - 6 pm)