As a Contact Centre that is noted for its stellar service, Quality & Assurance Specialists are tasked to ensure that the fundamental standards of ‘Quality’ are maintained throughout the centre.My primary tasks consist of the following -1) Performing transaction monitoring on a variety of interaction types (calls, emails, chat, etc.).2) Providing coaching and learning opportunities.3) Handling complaints and customer feedback.4) Managing the processes inherent to the 'Compliance' and 'Risk' frameworks.5) Helping the team grow through support and feedback.Apart from our primary tasks, a Quality & Assurance Specialist is also a champion of fun culture. Several times a year, we engage the operations front by running campaigns and games that will stimulate growth; we establish certain targets, and rewards will be provided to agents and teams when they meet these criteria.

As a Customer Service Officer (CSO) with DBS Bank, I am empowered and entrusted to provide key solutions to a host of customers. By affording answers to myriad questions, I am providing a front line customer service experience to the many patrons of the bank.In this role, I am provided with a great sense of satisfaction in solving queries as it is an extension of the idea of meeting the stated goals of the bank's intention in offering a holistic and distinctive one-stop resolution centre.