Direct Contract, Service Quality Officer
5 days ago
Business Function
DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).
Responsibilities:
1. Perform call monitoring, transaction review, quality survey, compliment validation and knowledge management in timely manner and appropriately as per process & procedure.
2. To ensure escalation is performed properly and in timely manner for any finding, issue, andimproper process found, so the corrective action could be performed immediately by respectiveunit.
4. Provide data of result quality measurement activities for call center operations performance review and other improvement process.
5. Giving any input/feedback if any process or system should be simplified or improved for better customer experience
Requirements:
- Good communication skills
- Good time management and prioritization skills
- Problem solving and decision making skills
- Ability to focus on details and validation of information
- Degree holder
- At least 1 year of experience in a Contact Centre environment or other client service related occupation
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