• Competitive
  • Singapour, Singapore
  • CDI, Plein-temps
  • Citibank NA
  • 19 sept. 17

Quality and Governance Management

Quality and Governance Management

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17054791


Description

Objectives:
  • Meet quality (NPS and RSAT) target for CitiPhone Singapore through contact centre teams (call or chat) in Singapore site and CSC sit
  • Reduce repeat call volume and increase First Call Resolution rate
  • Achieve low defect rate, low L2/L3 escalations and Social Media complaints
Responsibilities:
  • Quality Management
  • Continuously identify improvement opportunities and develop efficient customer handling procedures to meet the Net Promoter Score targets
  • Analyze customer surveys and collaborate with Customer Experience team, Technology, Digital Banking team and Change Management team to devise strategy to avoid defective calls as well as to enhance end-to-end customer experience reflected through NPS surveys and call evaluation
  • Document service defects, root causes and resolutions in a concise manner and establish a process to share the findings with the platform for continuous learning
  • Conduct Quality Assurance coaching and training on regular basis to promote quality improvement
  • Outsourcing Governance
  • Provide oversight on Citi affiliated service provider to ensure delivery of service as committed in the contractual agreement
  • Develop and publish effective reports to monitor performance and identify potential or prevailing issues to call for management attention
  • Work with in-business controls to track control issues for timely closure
  • Identify opportunities to enhance controls, improve operations process and reduce cost


Qualifications

  • Minimum 3 to 5-year experience in Customer Service
  • Requires understanding of the Operations and Technology and Consumer Banking business in Call Centre environment
  • Well-developed analytical and problem solving skills
  • A keen eye for detail and a results driven approach
  • Demonstrated professional oral and written communication skills  Proven ability to improve service quality and operations via influence and persuasion with business partners