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Quality Auditing Analyst, Call Center (Service Quality)

Apply now Job no: 498619
Work type: Full Time
Location: HarborFront Office
Categories: Call Center, Audit, Analyst

JOB SCOPE

  • Conduct multiple type quality audits (SQR & LQA) on each team member, ensuring team members meet and/or exceed the Marina Bay Sands’ luxury brand service standard key performance indicators
  • Conduct audits on all forms of communication, including Voice, Email and Chat
  • Review monthly with each team member their individual quality scores, having them listen or evaluate the calls, emails and/or chats themselves. 
  • Provide feedback, examples and mentoring on areas which need improvement while providing praise on those areas where the team member is exceeding expectations.
  • Offer recommendations on non-performing team members to management
  • Must be detail oriented, consistent with follow up and coaching
  • Provide a detailed monthly report on the department quality audit scores, frequently missed standards, and recommendations for areas of improvement which fall below the department KPI’s.
  • Provide a monthly overview report to the Director, Assistant Director, and Managers
  • Any other responsibilities that may be assigned from time to time by the Senior Manager or Director

 

JOB REQUIREMENTS

  • Diploma or University Degree.
  • Must have proven 3+ years of experience in a call center or front office environment within a luxury hotel
  • Data analytics background helpful but not required
  • Excellent communication and interpersonal skills, both verbal and written.
  • Customer centric attitude and works well under pressure.
  • Have impeccable follow-through; and “Can Do” attitude and mindset.
  • Excellent time management, organizational and motivational skills.
  • Analytical to be able to spot trends and identify areas of improvement.
  • Must have a positive, fun, and enthusiastic personality.
  • A team player that takes the initiative to assist Team Member when needed.
  • High collaboration and adaptable to changes in a dynamic environment.
  • Mature, meticulous, resourceful, organized, and able to work independently.
  • Work is subjected to change to meet business/operational needs.
  • Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel, and Powerpoint.

 

You agree that it is a condition of employment that you adhere to and abide by all rules, regulations, policies and procedures including without limitation the rules of conduct of the Company.

 

It is the Company’s preference to hire individuals who are fully vaccinated. If you are not fully vaccinated but have:

  • Begun the vaccination process and are awaiting the 2nd/3rd vaccination appointment, or are within the 14 day period prior to being classified as fully vaccinated; or
  • Are certified to be medically ineligible for vaccination against COVID-19 by a medical professional;

Please present proof of the above. Your understanding and support is much appreciated.

Advertised: Singapore Standard Time
Applications close:

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