AutoReqId: 128661BR
Responsibilities:
The Quality Manager will be responsible for driving Singapore SDN performance on CSAT, leading the Great Call Experience program and the Singapore Quality Service Centre (QSC) team.
As a partner to the Singapore SDN Leadership team on Quality initiatives, this role will ensure these follow sound project management principles, are focused on agreed business goals and that team resources are utilised effectively.
Tasks & Responsibilites
• Root cause analysis, data mining and synthesis of customer & business metrics to form clear understanding of customer satisfaction drivers.
• Formulation and execution of customer satisfaction improvement initiatives in liaison with SDN and Learning & Performance teams.
• Lead the Great Call Experience program in Singapore including administration of the NICE call recording system.
• Team Leader for the Quality Service Centre team. Ensuring that CSI management follows best practice standards. Support QSC analysts in creating high quality customer communications and issue resolution outcomes.
• Planning, documentation and reporting of Quality activities and metrics
The Singapore Quality Manager will report offshore to the Quality Learning and Performance Manager JAPA and must be able to operate independently in day to day management of Customer Satisfaction initiatives.
As QSC Leader this role will be part of the approval chain for customer write-offs taking responsibility for minimizing write-off exposure and will have approval authority over low value write-offs, referring high value approvals to SDN LT.
Required Qualifications:
The following competencies and experience are required:
• Self directed and motivated, able to sustain performance of self and team while reporting to offshore leadership.
• Data analysis and synthesis skills, able to mine and interpret diverse sources to understand and move fundamental drivers of business performance.
• Strategic thinking and problem solving.
• Effective and experienced people leader.
• Ability to drive results across a diverse range of initiatives through well developed project management and execution disciplines.
• Influencing and collaborating across business functions to ensure alignment on agreed initiatives.
• Technical competence with desk top applications.
• Highly skilled in MS Excel & Access.
• Clear understanding of Customer Satisfaction principles and survey processes.
• Travel operations experience.
• Highly developed communication and presentation skills.
Work Location Country: Singapore
Classification: Full-Time - Regular
Job Function: Quality
Job Segments: Data, Data Analyst, Data Mining, Human Resources, Management, Manager, Performance Management, Project Manager, Quality, Quality Manager, Technology
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