Service Quality Executive

Full-time Other-General

Responsibilities: Training Conduct training for new-hires for the project. Provide regular training and guidance to the operations team and on quality standards and best practices. Conduct back-to-work refresher training for agents who have been away from work. Collaborate with stakeholders to identify learning needs, design training programs aligned with departmental strategies and organizational goals, and foster strong learning partnerships. Lead the curation of training materials including online resources and external training programmes. Facilitate inter-team discussions based on post-training evaluation and feedback. Document learning outcomes from knowledge management systems, report activities and capture information systematically. Quality Assurance Monitor andevaluate the quality of different service channels to ensure compliance with organizational standards and guidelines. Conduct regularaudits, prepare quality reports, and recommend improvements to enhance efficiency and ...