Responsibilities
- Represent Pinkerton's core values of integrity, vigilance, and excellence.
- Monitor and evaluate customer service interactions to ensure compliance with the client's quality standards and guidelines.
- Identify areas for improvement in customer service processes and work collaboratively with teams to implement enhancements.
- Analyse quality metrics and performance data to identify trends, issues, and opportunities for improvement.
- Provide feedback and training to Customer Service Associates to enhance performance and adherence to quality standards.
- Prepare detailed reports on quality findings and present to management while offering insights and recommendations.
- Ensure all customer service activities comply with company policies, procedures, and regulatory requirements.
- Work closely with cross-functional teams to align quality initiatives with broader business goals.
- Maintain high standards of customer service within APAC team by ensuring consistent delivery of excellent customer experiences through effective quality control measures.
- All other duties, as assigned.
Qualifications
Bachelor's degree or equivalent experience in a related field with previous service in quality control or assurance roles, preferably within a customer service environment and experience managing security systems, risk assessments, incident management, and regulatory compliance.
- Previous APAC region and/or global customer service work environment knowledge, preferred.
- Knowledge of corporate security systems and processes.
- Able to apply quality assurance tools and methodologies to ensure the safety, security, and efficiency of our physical security operations.
- Client orientated and results driven.
- Attentive to detail and accuracy.
- Computer skills; Microsoft Office, Lenel, Tableau, security-focused PSIMs and industry standard technical applications.
