Training and Quality Associate
Circles Life

About the Company

Circles.Life is World’s first and most successful digital telco. We have a mission : to re-imagine the mobile experience for the digital consumer through our customer-

centric mobile platform and disrupt the multi-trillion dollar global telco industry.

We launched our services in Singapore in 2016 and have since gained market share quickly while delivering a best-in-class customer experience.

Currently, Circles beats all other telcos on metrics like NPS, subscriber growth, average data used per subscriber and overall customer satisfaction.

We have an opening for a Training and Quality Associate who wants to gain valuable experience and exposure at a rapidly scaling telco startup in Singapore.

The role will be based in our awesome Taiwan office.

Do you want to get first-hand insights on how a rapidly scaling tech startup operate?

Do you enjoy working within an entrepreneurial environment, having the personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?

If the answer is YES, read on to find out more about the role at Circles.Life

Job Description :

Circles.Life is looking for a Training and Quality Associate who is meticulous, energetic and have the passion for customer service and satisfaction.

He / she will be based in our Taiwan office.

As a key member of our team, your responsibilities include but not limited to :

  • Maintain training materials to ensure information is always updated and relevant.
  • Organizes, develops and maintains training manuals, testing and evaluation procedures, multimedia visual aids, and other educational materials.
  • Conducts training to employees. This training includes, but is not limited to, compliance, new hire, refresher, and client implementation.
  • Observes and monitors employee performance to verify that procedures are followed according to company and client standards.
  • Responsible for assessing the quality of the performance of our experts, and provide coaching and feedback as necessary.
  • Monitor chat, email (and voicemail) responses to assess experts' demeanor, accuracy, customer service performance and conformity to our processes and procedures.
  • Assist in developing, creating and implementing quality processes as well as making recommendations for enhancements to training materials and quality guidelines as needed to enhance overall customer happiness
  • Provide actionable data to various internal support groups as needed
  • Ensure that weekly (internal / external) calibration sessions are performed (within 5% variance vs. the calibrated score)
  • Perform other duties as assigned
  • What’s on offer :

    Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect :

  • Unique opportunity to be a part of innovating the telecommunications industry (Circles.Life is the only company of its kind in all of Asia!)
  • Once in a lifetime chance to help shape a brand from the ground up
  • Autonomy in the role and in managing your own portfolio
  • Exposure to the fast-paced world of high-tech start-ups
  • Attractive experience and compensation
  • Working with passionate, smart and driven colleagues in a vibrant environment
  • Requirements / Qualifications :

  • Have at least one year experience handling voice / email / chat channel
  • Comprehension / communication skills had to be exceptional
  • Exceptional customer service skills
  • QA and Training experience is a plus
  • Excellent documentation skills : preferably proficient in working with MS Word, Excel and Power Point
  • Amenable to work on weekends
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