Development of training framework to run training programs that will deploy new hires into survey operation. Set up training process to ensure that program can run in a structured manner that allows efficient transition of time for new hires to be operational ready Create content for learning materials for all necessary skills required for a survey interviewer, ranging from customer service skills, survey concept knowledge, Singapore classification and system usage. Introduce test system and set minimum passing score to assess a trainee quality before one can be deployed. Work towards the strategic training direction and strive to achieve progressive goals for the training team. Develop pre-training and post-training evaluation process to track key performance indicator of training and drive continuous improvement. Conduct training on weekly basis and ensuring that survey interviewers are equipped with skills for smooth survey operation. Work closely with different stakeholders to ensure new interviewers can be deployed in efficient manner of time to keep up with operation demands on survey progress, these stakeholders range from human resource personnel, survey owners, trainers and operation manager.
Service Quality Assurance, Regional Assistant Manager
Develop and execute a service quality framework for country customer service teams and contact centers. Drive continuous improvement efforts to improve customer experience and service standards. Train and audit on local Quality Assurance leads to ensure the service quality framework is execute in world class standard. Conduct coaching and develop guidelines on training and providing feedback to customer service agents Track and monitor key customer service operations metrics and initiate action plans for corrective actions. Set up calibration program to align all auditors across regions of 8 countries. Create targets for customer service agent scorecard for quality assurance score through transaction monitoring attributes Relates QA key performance metrics to COPC standard for the customer service team regionally. Identify improvement gaps from transaction monitoring to eliminate top issues that are cost driver in chats and email volume. Business report of QA results weekly to business stakeholders
Perform audits on call and email transactions with the aim of identifying the drivers for poor quality Propose and prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints. Prepare reports based on results from Monthly Quiz and highlight key areas of concern. Coach Customer Care Officers on areas of improvements and areas done well based on CSAT, audits and soft skills Conduct monthly briefing sessions with Operations to share areas of improvement. Review Customer Satisfaction Survey verbatim to identify gaps for process improvement. Develop and lead specific customer engagement initiatives across the contact centre to enhance customer experience Conduct complaint analysis to identify root cause and work with internal stakeholders to propose effective solutions to eliminate systemic process or service issues. Perform monthly refresher training to keep operation knowledge and experience to date. Conduct training for new hires on domain knowledge, soft skills and situational handling. Prepare service readiness test to test new hire understanding and application of knowledge learned.