Advertised on 4-11-09. Application deadline on 3-12-09.
xcellink.pte.ltd is a Leading Recruitment Placement and IT Outsourcing Company. Xcellink provides Manpower and IT professionals and services to various multinationals and local corporations in both Singapore and Malaysia. It is a world of opportunities at Xcellink. We are looking at professionals like you and if you are interested in this position, join us by submitting your resume for this position. Please visit our company website at http://www.xcellinkgroup.com
License No. C670201B
Quality Manager (Ref:TH)
(Bangkok)
Responsibilities:
Responsible for TCE management, results, and analysis at Supplier
Drives best-in-class initiatives to improve and stabilize TCE
Understands root-causes of Customer Dissatisfaction and develops and implements programs to mitigate TCE risks
Works with Coaches / Mentors to ensure Quality Program processes are implemented to the agent level
Works with Supplier management team to create Corrective Action Plans if TCE scores fall out of target
Understands Industry Standard Best Practices related to Quality management
Requirements:
Minimum Diploma Holder
Minimum 2 years experience in Customer Service or helpdesk environment
Relevant experience in quality management required
In-depth knowledge of call center industry and performance metrics
Superior communication (oral, written), presentation, and interpersonal skills
Demonstrated ability to develop and implement process enhancements including technology and performance
Ability to plan, prioritize, organize and communicate/sell effectively
Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software
Experienced in goal-setting (defining and prioritizing specific, driving objectives)
Experience working with and influencing all levels of management
