Teledirect Telecommerce (Thailand) Ltd.

Job ID: BK-131328 | Location: Bangkok, Thailand
06 September 2019 Print Report Share

Teledirect Telecommerce (Thailand) Ltd.

Job ID: BK-131328 | Location: Bangrak, Bangkok, Thailand

Quality Analyst (Call Center-BPO)

RESPONSIBILITIES:

  • Establish and measure Call Centre call quality index on a monthly basis with the aim to identify gaps in either process or soft skills for improvement, initiating improvements jointly with relevant business units
  • To achieve desired call outcomes with the aim to meet both customer and business expectations
  • Review established work procedures (work flow) with the aim to improve service to the customer
  • To be the judging panel for Service Model Calls with the objective of identifying good staff
  • Ensure that all evaluators are well-calibrated for transaction monitoring
  • Perform checks on the efficiency and effectiveness of quality processes
  • Perform root cause analysis and recommend changes/enhancement for continuous improvement
  • To prepare weekly/monthly and any other periodic management reports
  • Ad-hoc projects assigned by superior

QUALIFICATIONS: 

  • Excellent communications and interpersonal skills with good command of English languages (written and verbal)
  • Minimum 1 years' experience in quality assurance
  • Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
  • Strong leadership, efficiency, accuracy and precision
  • Experience working within a customer service environment is desirable
  • Goal-oriented work approach and flexibility
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Job Details:


Teledirect Telecommerce (Thailand) Ltd.
 We provide outsourced contact centre services to the largest multinationals in the finance, telecommunications and IT sectors. Our range of services includes customer service, telesales and technical helpdesk. Our other offices in the region are located in Singapore, Hong Kong, Indonesia and Malaysia. Our contact centre employs around 300 telemarketers and to aid our expansion, we are looking for individuals with initiative and drive to join our team in our Bangkok Office.

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