The main role of the Quality Assurance (QA) Contract Executive is to ensure that standard of service quality at the Contact Centre is consistently provided to our customers over various channels of contact (such as phone, emails and web chat), focusing on complexity, non-routine and escalated contacts.
As a QA Contract Executive, you will be responsible for developing and executing quality assurance processes. You will also review these processes and provide feedback to the Customer Servicing team with the overall objective to deliver and maintain quality service to our customers. This role calls for one who is passionate in improving customer experience and nurture people to WOW customers.
Key responsibilities include: