Customer Happiness -Training and Quality Lead
Circles Life
Taiwan
1天前

About Us

Founded and grounded in Singapore, Circles.Life is the world’s first and most successful digital telco.

Our mission : to re-imagine mobile experiences for the digital consumer, and disrupt the global multi-trillion-dollar telco industry.

Through our proprietary operating platform built entirely in the cloud, we are re-imagining the way telcos operate; winning in domestic market share with our best-

in-class customer experience; and gearing up to launch in markets ripe for change across Asia.

This is where you come in.

Job Description :

Circles.Life is looking for a Training & Quality Lead who is meticulous, energetic and have a passion for customer service improvement and satisfaction.

He / she will be based in our Taipei office.

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

  • Identify, plan and implement key projects to improve quality, reduce cost, increase productivity and improve cycle time by reducing wasted time, scrap, rework, etc.
  • resulting in significant business improvement and customer satisfaction.

  • Responsible for targeting completion of process improvement projects within a specified time frame while achieving a cost reduction goal.
  • Develop and coordinate the performance excellence / performance improvement vision and deployment planning as defined by the Management Team.
  • Achieve buy-in from all decision makers for the successful application of performance excellence / performance improvement.
  • Create team processes for optimizing results.

  • Actively lead projects and provide individual contributions after key projects have been identified.
  • Liaison with partner vendors and other members of the organization in assessing, tracking and reporting the financial benefit of a Performance Excellence project.
  • Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives.
  • Coordinate communication activities and market the process and results by publicizing goals, plans, progress and results.
  • Perform ad-hoc tasks as needed
  • The Ideal Candidate :

  • Experience in learning & development program management, preferably in a customer support and / or contact center environment.
  • People management experience, with at least 5 years managing leads and supervisors.
  • Prior experience as a training facilitator, or recruiter or managing training strategy.
  • Experience interacting with learning management systems.
  • Experience establishing and running a quality assurance program involving service delivery.
  • Experience participating in work optimization programs such as Six Sigma or other improvement methodologies.
  • Strong project and time management skills with ability to stack rank and execute quickly against critical business priorities.multi-task.
  • Able to meet deadlines with a high level of credibility, integrity, professionalism, customer service and motivation.
  • Well-developed interpersonal and organizational skills; detail-oriented, highly motivated and self-starter skills
  • Proven ability to make very difficult tradeoffs to drive outcomes.
  • Experience in leading and managing employees, individually and in a team / project environment
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