Quality Improvement Specialist

Role

The person will assist the QA Manager in Contact Centre operational improvement, e.g, running improvement exercises and/or projects with the focus on customer experience enhancement and problem resolution. This role also includes coordinating efforts internally and cross-functionally to extract data for analysis and must be willing and able to guide resources and cross-functional teams in iterating and implementing improvement efforts to provide the best customer experience throughout the customer journey in every stage.

The Day-To-Day Activities

• To plan, organize, implement, monitor and analyse for continuous operational improvement.
• Gather, analyse and utilize customer data to develop ways to improve the overall customer experience.
• Analyse data on the various customer issues faced to identify the key areas for process, product, services, or systems improvement.
• Coordinate with stakeholders for cross-functional improvement projects to ensure the initiatives/projects are implemented within the timeline.
• Constantly study & analyse existing processes, products, services and systems to design a seamless, automated and cost-effective experience for the overall customer journey experience.
• Monitor and report on initiatives/projects to ensure successful delivery against defined objectives.

About You

• At minimum, a diploma in any subject.
• Relevant work experience in quality assurance and/or customer service and interactions
• Minimum 1 year of experience in Contact Centre Operations or Backend Support.
• Customer-centric mindset.
• Communication & Interpersonal Skills.
• Proactive problem-solving skills.
• Ability to work well within a team environment.
• Ability to multitask
• Knowledge in QA and/or Contact Centre processes
• Complaint handling/management skill
• Have led or participated in process improvement activities
• Able to conduct root cause/data analysis and reporting
• Microsoft Office