Job Description

Qualifications
Minimum Education Requirement:

• Diploma/Degree and above

Minimum Relevant Work Experience:

• 1 year's customer service experience or any relevant experience

Language Required:

• Minimum bi-lingual proficiency (MAN + EN), tri-lingual and above is preferred.

Good-to-have Qualifications/ Experience * Contact Centre knowledge and/or experience is strongly preferred.

• Proficient in MS Office (Advance skills in Excel and PowerPoint).
• Organizational and time management abilities
• Critical thinking, analytical and decision-making abilities

Responsibilities
Responsibilities:
Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact
center environment.
Make recommendations and define strategies that solve critical business problems, through both established industry best practices
and creative innovations.
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
Package, deliver, and at times present key findings and briefings.

• Conduct evaluations to identify areas of improvement

• Monitor, analyse & audit trainees' performance and call out any unusual trends

• Identify training needs by working with operations team and QA

Skills Required