Executive, Student Services
Singapore University of Social Sciences
- Singapore
- Permanent
- Full-time
- Develop and refine quality monitoring standards for the in-house and outsourced contact centre.
- Oversees regular quality audits for both in-house operations and outsourced contact centre performance, ensuring adherence to quality standards and KPIs.
- Coordinate and facilitate calibration sessions with internal teams and outsourced vendors to align on quality expectations.
- Review call, email, and counter interactions for accuracy, professionalism, and compliance with service protocols.
- Track and analyze quality performance metrics at team and individual levels, providing actionable insights for improvement.
- Collaborate with the outsourced vendor to maintain and update the SS Knowledge Base (KB), FAQs, and templates to ensure relevance and accuracy.
- Determine training needs through collaboration with in-house team leads and outsourced vendor, conducting training needs analyses, and implementing appropriate training interventions.
- Monitor and update training materials to align with current operational practices and standards.
- Conduct regular coaching sessions and administer product quizzes to enhance staff knowledge and reduce service errors.
- Oversee internal/external staff training plans, ensuring alignment with organizational goals.
- Assist the manager in ensuring that the contact centre (in-house and outsourced) meets operational KPIs, including response times, resolution rates, and customer satisfaction metrics.
- Identify key improvement areas by analysing quality assurance data and recommending preventive measures.
- Collaborate with internal stakeholders to investigate and resolve complex student cases, appeals, or exceptional requests escalated by the outsourced vendor via calls/emails within a reasonable timeline.
- Support walk-in counter inquiries as and when required.
- Collaborate on creating student initiatives to reduce information overload & ease student's decision-making pressure to enhance student experience.
- Organize and support advising activities for students.
- Support any other strategic initiatives as and when required.
- Minimally 2-4 years of experience in quality assurance and contact centre operations, preferably in both in-house and outsourced environments.
- Experience in auditing and calibration processes for contact centres is an advantage.
- Bachelor's degree preferred, but extensive experience in quality and operations may substitute.
- Professional certifications in Contact Centre Operations, Quality Assurance, or Training (e.g., COPC, ACTA) are advantageous.
- Strong analytical skills with the ability to derive actionable insights from quality data.
- Excellent communication and interpersonal skills to influence and motivate stakeholders.
- Strong organizational skills and attention to detail.
- Willingness to work extended hours during peak periods.
- Competitive Pay Package
- Hybrid Work Arrangement (Subject to Job Role)
- Medical Benefits
- Flex Benefits
- Family Care Leaves
- Volunteer Service Leaves
- Wellness & Recreation Activities
- Lifelong Learning Opportunities
- Career Development Opportunities through Internal Job Postings and Transfers