Quality Assurance, Contact Centre (1 - year Contract)

Quality Assurance Specialist

At DHL, we value people and aim to attract and retain the best talent. We offer challenges and opportunities for personal and professional development. We recognize the difference you bring to our business. Under the DHL Supply Chain umbrella, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

Responsibilities:

• Support the call centre in managing, implementing and execution of QA standards and processes.
• Conduct call monitoring on the calls (primarily in English, Mandarin and dialect) that have been made by call centre agents/executives to ensure that team comply with scripts, policy and processes.
• Conduct daily call-out for survey recovery and gather feedback for service improvement.
• Objectively assess and provide constructive feedback on the quality of transactional handling skills of team based on pre-defined criteria.
• Hold regular briefing and calibration session, (including 1:1 if required) with stakeholders to provide constructive feedback on vital areas of call quality and performance to ensure quality objectives of call centre and QA scheme are adequately communicated.
• Continuously review and fine tune the call centre quality assurance scheme/form to ensure it meets with program directions and requirements.
• Prepare QA dashboard and highlight QA audit completion and trends to PM/stakeholders according to frequency stipulated.
• Maintain monthly reports and report to management/stakeholders on quality aspects.

Requirements:

• Prior experience and knowledge in call centre QA standards preferred.
• Minimum Diploma of any discipline with 2 years of training experience in a customer service or call centre environment.
• Proficient in Excel for reporting and Powerpoint for presentation purposes.
• Self-motivated and ability to work independently.
• Comfortable communicating in other languages/dialects as you will need to front escalation / cases predominantly from members of the public.

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered. We actively encourage individuals from all walks of life, regardless of age, race, gender, sexual orientation, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong.