Quality Assurance, CCS (1-year contract) - Military veterans preferred

About us

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

Responsibilities

• Support the call centre in managing, implementing and execution of QA standards and processes - SSGWSG
• Conduct call monitoring on the calls that have been made by call centre agents/ executives to ensure that team comply with scripts, policy and processes.
• Conduct daily call-out for survey recovery and gather feedback for service improvement.
• Objectively assess and provide constructive feedback on the quality of transactional handling skills of team based on pre-defined criteria.
• Hold regular briefing and calibration session, (including 1:1 if required) with stakeholders to provide constructive feedback on vital areas of call quality and performance to ensure quality objectives of call centre and QA scheme are adequately communicated.
• Continuously review and fine tune the call centre quality assurance scheme/form to ensure it meets with program directions and requirements.
• Prepare QA dashboard and highlight QA audit completion and trends to PM/ stakeholders according to frequency stipulated.
• Maintain monthly reports and report to management/stakeholders on quality aspects.

Requirements

• Prior experience and knowledge in call centre QA standards preferred
• Minimum Diploma of any discipline with 2 years of training experience in a customer service or call centre environment
• Proficient in Excel for reporting and Powerpoint for presentation purposes.
• Self-motivated and ability to work independently.
• You will need to be comfortable communicating in English Mandarin/ Malay / Tamil as you will need to front escalation / cases predominantly from members of the public.