Keywords / Skills
Customer Service/ Call Centre/ BPO
• Quality Assurance/ Control
• Other Customer Service
• Customer Service
14th Aug 2013
Currently This Job Is Not Live.
- Monitor and evaluate the
different types of contacts handled by production employees (real time and
- Provide accurate, timely and
verifiable reports on all monitoring and evaluations done
- Provide immediate and
constructive feedback observed
- Maintain high level of
- Closely coordinate production
employees’ performance with the team supervisors.
- Perform random listening
sessions to assess the quality performance of the production employees and
provide immediate feedback.
- Escalate issues or any
situation that could adversely impact the quality of service provided to the
- Participate in
internal/external calibration sessions, ensuring follow-up on any concerns that
may occur and reporting any areas of concern to the Quality
- Review the effectiveness of
training and determine the need for any additional refresher or supplemental
training for the production employees.
- Closely monitor the call
quality and communication skills of the production employees and determine the
need for special communication or soft-skills training.
- Develop action plans to
address identified trends and resolve issues to better improve processes and
procedures in a timely manner.
- Establish a good working
relationship with the team members and department contacts in order to maintain
and continuously strive to improve the level of overall service being
- Other duties as may be
assigned from time to time.
Pacific Business Group Limited is the customer service arm of a highly successful newsletter publishing operation with its Head Office situated in Hong Kong, and having affiliates in the Asia-Pacific Region.
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