Verity Intelligence provides cost effective Background Screening Reports and Verification Services allowing our customers to verify the truthfulness of the person or company they intend to hire or work with worldwide. We believe that every company needs to conduct some form of due diligence before they make any business decisions. By verifying all the facts beforehand, they stand a better chance of minimizing any potential risk and improve their chance of success.
Role & Expectations: Main Task
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.
Secondary Task
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