Ongoing Recruitment at Wakanow.Com - 4 Positions

Job description

•     Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
•     Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
•     Produce daily/ weekly quality assessment report
•     Capture performance management indices from Call Centre and other staff of the Company
•     Identifies outlier(s) (those whose performance are far below the standard) and recommend them for training
•     Organise Mystery shopping for Wakanow outlets and capture reports
•     Identify training needs based on result of continuous quality monitoring
•     Keep a library of Good, average and poor calls/ e-mails and live chats

Desired Skills and Experience

•     Minimum of B.Sc. Degree 
•     2-3 years relevant work experience as a Quality Assurance  Specialist in the Telecommunications/Aviation industry
•     Previous Customer Service experience
•     Excellent Communications skills
•     Strong sales and persuasive skills
•     Proficient in Microsoft Office Suite
•     Must be a go getter and ability to work with little or no supervision