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Call Center Quality Assurance Manager

KBZ Bank

Call Center Quality Assurance Manager

KBZ Bank
Recruiter active 6 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
19 Aug 2020

Experience level

Manager

Job Function

Quality Assurance

Min Education Level

Bachelor Degree

Job Description

The role is responsible for Overall Quality Assurance result analysis agent wise (Call, Social Media and Mail). Design customer’s centric base to improve customers experience for quality service standard.

  • Listing simple size of call records/ Social Media and mail for individual agent skill improvement.
  • Analysis of Customers Satisfaction vs. Dissatisfaction.
  • Customers Satisfaction Measurements.
  • Understanding key driver of Customer Satisfaction.
  • Agents level Monitoring and site by site feedback
  • Defining fatal error and report analysis.
  • Measure customer’s quality score agents wise weekly/monthly and focus for improvement.
  • Social Media reply content quality and improvement.
  • Social Media quality response and content accurate index.
  • Create Quality analysis Agents wise performance Indicator. 
  • Any other quality related activities in call center.
  • Do weekly Calibration with training team for better call quality management.
  •  Conduct call listening join session for overall call handling skill improvement.
  • Show improvement in AHT and reduction in repeat.
  • Do process & compliance audits in Contact center.
  • Draft Contact center policies for better quality delivery.
  • Support contact center operation team Quality improvement opportunities.
  • Share Monthly performance improvement report and do assessment with Managers.
  • Publish CSO wise Quality score.(Min 15 calls each CSO)

Open To

Repatriate
Male/Female

Job Requirements

  • knowledge of customer service principles and practices
  • knowledge of call centre telephony and technology
  • some experience in a call center or customer service environment preferred
  • 5years+
  • Any Graduate 
  • proficient in relevant computer applications
  • Good data entry and typing skills (both English & Myanmar)

What We Can Offer

Benefits

Rewards for over performance

Highlights

- An awesome company
- Join a winning team
- You can make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

KBZ Bank
THE STRENGTH OF MYANMAR

**Winner of EUROMONEY Award for Excellence consecutive years 2014, 2015, 2016: Best Bank in Myanmar**

Kanbawza Bank (KBZ Bank) Limited, part of the KBZ Group of companies, is Myanmar's largest bank. Established in 1994 in Taunggyi, initially the bank catered the local area and in 1996, after present management acquired the organization, the group expanded to become Myanmar's largest financial institution, currently employing over 17,000 people.

KBZ Bank is part of the KBZ Group, one of Myanmar's largest and most successful conglomerates. The Group has a proven track-record of operating according to industry best practices, as recognized in 2014, when the Myanmar Centre for Responsible Business awarded the KBZ Group of Companies as the most transparent company in the country. It is the first Myanmar bank in history to have International Representative offices in Thailand, Singapore and soon Malaysia.

Purpose
We are driven by a simple aim. As the largest Bank in Myanmar, we are committed to enhance the quality of lives of the people in Myanmar, through financial inclusion. And in that becoming the Best Managed Bank in the World! Join us in this journey to positively impact the community and the nation.

Fulfilling Career – Today and Tomorrow
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

Personal Challenge
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!
OR

Experience level

Manager

Job Function

Quality Assurance

Min Education Level

Bachelor Degree

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