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Quality Insights Analyst

Job Title: Quality Insights Analyst
Contract Type: Contract
Location: Singapore
Industry:
Salary: Negotiable
Reference: 242251_1640253310
Contact Name: Gina Ng
Contact Email: gina.ng@peoplebank.asia
Job Published: December 23, 2021 17:55

Job Description


Our client, an online technology MNC located in Central Singapore is looking to hire an experience Quality Insights Analyst (12 months contract) to support the day-to-day activities of the internal APAC Appeals & Escalations Quality program.
The Analyst will lead by example and set the high bar standard for Quality across the Appeals & Escalations team and CS organization.
This Analyst will report to the in region Quality Supervisor and will handle all things quality for the internal Appeals & Escalations APAC team.
Their main task will be to evaluate internal Support Ambassadors and drive Quality initiatives for continuous improvement.
The analysis, business case development and reporting of evaluations and root cause analysis data will be the responsibility of this Analyst along with making sure all assigned duties are completed by the deadline.
The Quality Analyst is responsible for the collaboration across other CS teams as the Quality representative.

To qualify for this role, you will have 2 years of contact center customer service experience.
Experience with NICE Quality Central Software.
Background in dealing with executive escalations and customer appeals.
Customer Service Quality Assurance experience is key
Working knowledge of contact centre end to end processes
Ability to obtain COPC certification
Bachelor degree or equivalent.

Interested parties please click "Apply Now" or send MS Format CV to Gina Ng (EA Reg no: R1110400) at gina.ng@peoplebank.asia

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.

Interested parties please click "Apply Now" or send your CV directly to Gina Ng (EA Reg no: R1110400) at gina.ng@peoplebank.asia.


Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.