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Full-Time

QA & Trainer

We’re looking for a QA & Trainer, Customer Operations to join the Setel KL team. We are obsessed about delivering a seamless and frictionless retail experience for our customers. We strongly believe that we can only deliver these amazing experiences for our customers and merchants when we drive a work culture which inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you’re ready to be part of Setel.

As a QA & Trainer, you will be providing a top notch customer service which in return will increase customer satisfaction based on cycle of data collection, analysis, training, and improvement.

In This Role You Will:
  • Deep understanding of contact centre QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
  • Trains all Customer Support Agents for chats, emails and outbound calls for Survey.
  • Proven success increasing individual and team performance within a contact center setting.
  • Ensure CSAT drivers are understood and drive the team to achieve it.
  • Proactively identifies and proposes QA program improvements as appropriate.
  • Ensures the team perform data analysis to understand trends and identify critical improvement points, using information from monitoring and other metrics (Write Offs, NPS, CSAT, First Touch Resolution, etc.).
  • Prepares and analyses internal and external quality reports for management staff review.
  • Participates in Weekly Operation Meeting and Operational reviews.
  • Provide reports and analysis to management detailing the QA programs global performance.
  • Conduct quality monitoring tasks: agent listening and scoring, calibration, insight for performance feedback.
  • Identify problem areas doing root cause analysis, work on improvements (process and people) and provide feedback and actionable data.

You’re a great fit if you have:

  • Bachelor’s Degree in Business or related field or combined work experience and education.
  • 2-4 years management experience required either as a manager, teal leader, or indirectly leading outsource delivery centre QA teams.
  • 2-3 years of progressive experience in the field of quality assurance, quality management or training development and delivery in a contact centre environment.
  • Previous coaching and training experience.
  • Deep understanding of contact centre QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
  • Proven success increasing individual and team performance within a contact centre setting.
  • Previous QA experience on inbound voice, outbound voice, chat, email, and offline activities is a plus.
  • Experience designing quality monitoring scorecards across channels.
  • Well verse with Zendesk or any other CRM tool to manage knowledge base.

 

Additional requirements:

  • Excellent written and verbal communication skills.
  • Ability to work independently and collaboratively across teams.
  • Ability to take ownership and drive initiatives.
  • Being humble and customer-centric.

Bonus Qualifications

  • Experience working with Start-ups / Contact Centre or relevant industries.