Team Lead Customer Support(Social Media)/ Airlines

2 weeks ago


Kuala Lumpur, Malaysia Go-Get Data Consultancy Full time

Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
- Additional Requirements:

- Bachelor’s Degree in related field from a four-year college or university with less than one year of relevant experience preferred
- Excellent Verbal and Written communications skills
- Proficient with Feedback & Coaching skills
- Must have the ability to work under pressure
- The applicant should be proficient with MS office (PowerPoint, Excel, Word)
- Drive for self-learning and knowledge enhancement
- Flexible in working in all shifts as per the client requirements
- Must have analytical abilities to analyse data, trends from effectiveness surveys


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