Apr 8, 2020
Service Quality Specialist (QA - Call Center)
Huai Khwang, Bangkok
- • Monitors performance of staff members according to established monitoring standards, support team in delivering coaching and feedbacks to Team Leaders for further action.
- • Perform QA of In-house and Outsources call, also produce QA monthly report.
- • Develop talk script for Contact Center when new service launched.
- • Work Closely with Learning & Development Team and Team Leaders to ensure effective coaching and development to front line staff to continuously improve.
- • Responsible for multiple locations Bangkok and Chonburi site. Drive Continuous Improvement initiatives.
- • View, monitor and work closely with inhouse /vendors/outsource Contact Centre to analyze data and extract meaningful and actionable insight.
- • Ensure consistency across vendors in expectations, performance, capabilities as compared to each other and industry best practices.
- • Develop, assess and refine processes & procedures to: ensure continuous improvement in the delivery and quality of services, remedy any existing performance gaps, and adapt to changes in business needs.
- • Maintain, and improve the Call Recording Quality Management platform
- Bachelor’s degree in any fields
- Minimum of 2 year experience in a QA Service function.
- Life insurance background is required.
- Experience designer support Contact Centre function within inhouse / outsourcing Contact Centre environment, staff and program management is required.
- Deep understanding of relevant Contact Centre KPIs to help drive best in class
- Contact center service quality monitoring.
- Good command of spoken and written English will be an advantage
- Strong communication skill – must be able to effectively communicate with/influence senior leadership, peers and staff.
How to apply
- ผู้สนใจสามารถส่ง resume
- - สมัครผ่านช่องทาง E-mail
- - สมัครผ่านปุ่ม Click Apply Now
Human Resources Management
Krungthai-AXA Life Insurance Public Company Limited
9, G Tower Grand Rama 9, Floor 1, 20-27, Rama 9 Road,
Huai Khwang Huai Khwang Bangkok 10310
Email : firstname.lastname@example.org (Email for job application & inquiry)
Website : www.krungthai-axa.co.th/th/hr_jobs.asp
Huai Khwang Huai Khwang Bangkok
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