Job Description

• Reporting to Service Delivery Manager.
• Develops, implements and maintains quality assurance activities. 
• Monitor SD team’s verification workflow calls and review emails for accuracy of information and call handling standards.  
• Make recommendations on how to improve internal SD team verifications processes. 
• Perform audit check of emails, inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service. 
• Setting customers service standards.  
• Provide feedback on quality review to SD team and management. 
• Elaborate, recommend and oversee improvement actions by providing in-depth insights of quality performance base on Root Cause Analysis. 
• To ensure that Service Delivery team are delivering a high level of customer service in accordance to company’s standard. 
• Participates in customer and client calibration sessions to identify customer needs and expectations. 
• Participates in the design of quality monitoring forms and quality standards. 

• To enforce and ensure that the SD Team is complying with Verity’s ISMS process. 
• Collaborate with Trainer to identify training needs. 
• Any other duties and responsibilities that may be assigned by the management from time to time, within your category of employment in the organisation.
• Work with other colleagues across the department.

Job Requirements

• Requirement:  
  • Highest Diploma or Bachelor’s Degree preferred (or equivalent experience).
  • Minimum of 2 years of experience performing Quality Assurance in a call centre environment
  • Experience developing and implementing QA programs highly preferred
  • Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
  • Integrity and Professionalism
  • Proficient in Word, Excel and PowerPoint for presentations and reports required
  • Team Player
  • Great interpersonal skills
  • Fluency in the English language. 

Additional Info