รับสมัครด่วน
Apr 8, 2020

Service Quality Specialist (QA - Call Center)

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Huai Khwang, Bangkok

salary iconSalary
salary iconNot specified
number of positions iconVacancies
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Job Descriptions
  • • 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
Qualifications
  1. Bachelor’s degree in any fields
  2. Minimum of 2 year experience in a QA Service function.
  3. Life insurance background is required.
  4. Experience designer support Contact Centre function within inhouse / outsourcing Contact Centre environment, staff and program management is required.
  5. Deep understanding of relevant Contact Centre KPIs to help drive best in class
  6. Contact center service quality monitoring.
  7. Good command of spoken and written English will be an advantage
  8. 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
Contacts
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 : krungthaiaxaco_28@trustmail.jobthai.com (Email for job application & inquiry)
Location
Huai Khwang Huai Khwang Bangkok
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