Operations Support Excellence Executive

Type: Full-Time     Category: Customer Service-Support Product Promotions Sales-Marketing
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Job Description

Operations Support Excellence Executive (SingtelTV)

  • Ensure sales cases submitted by the Telemarketing Agents are validated based on standard guidelines
  • Follow through sales recovery cases with operations team to ensure validity of sales closure
  • Analyze data collected and initiate improvement plan
  • Conduct regular call calibration session with client, Team Leaders and Agents to ensure consistent understanding on sales validation
  • Investigate client complaints by identifying the root cause and revert with action plan for operations team to work on for corrective and preventive action measures
  • As and when required, OSE is expected to provide coaching or counselling to Agents based on sales validation results
  • Update sales validation guidelines and SOP to maintain its validity

Job Requirement

  • Bachelor’s degree preferred. Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate and Six Sigma
  • Quality call auditing with implementation of corrective action programs
  • Strong computer skills including Microsoft Office, QA applications and databases
  • Knowledge of tools, concepts and methodologies of QA
  • Solid experience in effective usage of data analysis tools and statistical analysis
  • Fluent both written and spoken in English and ability to converse well in Bahasa Malaysia. Having a good command in Mandarin is an added advantage.
  • Opportunities for ongoing development and progression.
  • Working hour is from 10.00am to 7.00pm (Monday – Friday. Saturday alternative)
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