- Reporting directly to Support Center Manager of Support Centre performance.
- Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes
- Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.
- Work with relevant stakeholders for Support Center related issues
- Ensure the quality assurance of inbound agent by evaluating recording call/chat/email/…daily, weekly, monthly
- Provide comment and feedback with agents in constructive way
- Identify and establishSOP/Process/Standard for Quality management.
- Compile, update and and adjust documents/material /training programe for inbound team.
- Provide training for new agents, refresh training/coaching for existing agent to improve knowledge and skills for employees at business requiment.
- Support handle inbound calls in advance line
- Other tasks as assigned from line Manager
Requirements:
- Degree in Banking/Finance/Business with approximately 1-2 years call center quality assurance of banking products and services.
- Experienced in training and coaching is a plus
- Open minded and digital mindset is preferred
- Excellent verbal, written communication, and analytical skills
- Demonstrate initiative and positive attitude
- Keen attention to detail, multitask and thrive in a fast-paced environment
