The Survey Experience Quality Specialist will be responsible for monitoring and ensuring compliance with survey standards and regulations to maintain a high level of quality in survey experiences. This role will involve conducting audits, providing feedback, and implementing improvements to enhance the overall survey process. The ideal candidate will have strong attention to detail, excellent communication skills, and a passion for ensuring the best possible experience for survey respondents.
- Understand the Call Centre Systems and it’s concept
- Analyze and fine tune the speech analytics (SA) content and applications
- Ensure accuracy in system triggers to ensure false alerts are promptly reviewed and addressed
- For Call audits category under SA, ensure business lines conform to audit criteria and participation
- Liaise with business lines and vendor for constant content applicability, comprehensiveness and accuracy
- Perform reporting to key stakeholders on critical matrices in SA
- Ensure SA contents are concise to minimize misunderstandings within other business lines
- The incumbent may be required to support other adhoc duties as needed within the business lines
Job Requirements:
- Strong analytical skills and data comprehension expertise.
- Possess at least 3 to 5 years in call center experience.
- Attain Key Performance Indicators (KPI) set out i.e. >85% accuracy in SA triggers
- Strong fact finding skills to ensure correct content are present and necessary.
- Those with Call Center speech analytics background will be highly advantageous.
- Able to work in a fast-paced environment and commit to extra hours to meet deadlines.
- Possess high work ethics and acceptance to high compliance environment.
- Strong proficiency in Microsoft Office (Excel & Word) is required to ensure the deliverables in job functions.
- Contract: Yearly renewable
- Location: Clarke Quay/ Chinatown
- Work days: Monday - Friday
- Work Hours: 8.30am - 6pm
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https://go.persolkelly.com/job/apply/6288
**We regret that only shortlisted candidates will be notified**
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