Service Quality & Training Executive Information

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Singtel Singapore

Singapore Telecommunications Limited (SGX: T48, ASX: SGT, OTC Pink: SGAPY), commonly abbreviated as SingTel, is a Singaporean telecommunications company, with a combined mobile subscriber base of 416 million customers from its own operations and regional associates in 25 countries at end of June 2011 increased by 19 percent from a year ago,[2] making it one of the largest mobile network operators in the world.[3][4] The company was known as Telecommunications Equipment until 1995. SingTel pro... Read More

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Website	www.singtel.com
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Service Quality & Training Executive

Responsibilities:
The incumbent is primarily responsible for training Customer Care Officers from end to end, including soft skills; process knowledge; phone & system training. He or she will also be required to perform audits on call and email transactions to ensure a high standard of customer service.

This is an individual contributor role which will require one to work closely with Contact Centre Managers, Team Leaders and the client to identify gaps for process improvement to improve customer satisfaction.

Conduct training for new hires and refresher training for existing hires, including soft skills; process knowledge; phone & system training.
Perform call and email audits on agents to identify errors and come up with improvement plans to close the gap.
Conduct investigation on complaints escalated by the client and share the learning points with Operations to improve service quality.
Coach the agents to improve their service delivery and mentor the more junior team members.
Provide service quality, training and staff engagement administrative support when needed.

Major Challenges:

To continually meet training schedules as expected by stakeholders.
Maintain a high level of quality in training curriculum.
Able to manage a diverse workload.
Maintain an excellent and up to date knowledge of the systems and processes within the Line of Business.
Develop excellent lines of communication and cooperation with Contact Centre Operations, and the client.

Requirements:

Minimum Diploma in any discipline.
Possesses Full certification of WSQ Advanced Certificate in Training & Assessment (ACTA) will have added advantage.
Possesses a minimum of 2 years of training and development experience in a contact centre environment.
Experience in facilitating classroom training.
Experience in customer service is preferred.
Proficient in Microsoft Office skills, especially Excel and Powerpoint.
Possesses positive attitude and able to work independently.
Able to work as a team player and with all levels of staff.