Customer Service Excellence Associate

5 days ago

Delhi, Delhi, India beBeeQuality Full time US$ 60,000 - US$ 81,000
Job Title: Quality Assurance Professional

Are you a detail-oriented and analytical professional with excellent communication skills? Do you have experience in quality assurance and customer service? We are looking for a skilled Quality Assurance Professional to join our team.

Responsibilities:

  • Monitor, evaluate, and audit a sampling of inbound and/or outbound calls and other contact methods, including chat and email.
  • Report results of evaluations to appropriate stakeholders, such as business leadership, operations, clients, account management, and resource unit partners.
  • Participate in calibration sessions/call listening sessions with quality leadership staff, operations, program management, and clients to ensure scoring consistency and best practices.
  • Participate in internal quality audits designed to improve overall contact quality and recommend changes.
  • Maintain a strong program knowledge base and basic understanding of client products, services, and/or program strategies.
  • Participate in quality task forces with business stakeholders.
  • Meet departmental productivity requirements, such as the number of calls monitored per month or emails evaluated.
  • Complete phone time to stay current on programs.
  • Contribute to maintaining forms and legends documents.
  • Support management focus on review of key drivers, metrics, and operational processes that drive balanced scorecards and count profitability goals.

Required Skills and Qualifications:

  • Preferred immediate joiner.
  • Travel industry experience in customer service.
  • Willingness to relocate to Kuala Lumpur, Malaysia.
  • Valid passport for 15-24 months.
  • Good verbal and written communication and interpersonal skills.
  • Competency in written and spoken English language (B2).
  • Excellent verbal and written communication skills.
  • Proficient with feedback and coaching skills.
  • Able to work under pressure.
  • Proficient with MS Office (PowerPoint, Excel, Word).
  • Drive for self-learning and knowledge enhancement.
  • Ability to analyze data and trends from effectiveness surveys.
  • Ability to multi-task and meet timelines on deliverables.
  • Detail-oriented.

Benefits:

  • Opportunity to work in a dynamic and fast-paced environment.
  • Chance to develop new skills and expertise.
  • Collaborative and supportive team culture.

Others:

If you are interested, please share your updated resume and feel free to contact us via WhatsApp at ... . You may also reply with your WhatsApp number, and we will be happy to connect.

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