About Setel:
The Future of Mobility
Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.
Role Purpose:
Assess the quantitative performance of our support agents. Also, assess key performance indicators (KPIs) that are critical to the overall performance of contact channels and KPIs that are important to the service that we provide. Providing satisfied customers/partners results from a cycle of data collection, analysis, training, and improvement, in a nutshell, initiatives that involve winning customers/partners back.
In This Role You Will:
- Deep understanding of contact center QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
- Train all Customer/Partner Support Agents for chats, emails and outbound calls for Survey.
- Proven success increasing individual and team performance within a contact center setting.
- Ensure CSAT/MSAT drivers are understood and drive the team to achieve it
- Proactively identifies and proposes QA program improvements as appropriate
- Ensure the team performs data analysis to understand trends and identify critical improvement points, using information from monitoring and other metrics (Write Offs, NPS, CSAT, First Touch Resolution, etc.).
- Prepare and analyze internal and external quality reports for management staff review.
- Participate in Weekly Operation Meeting and Operational reviews.
- Provide reports and analysis to management detailing the QA programs global performance.
- Conduct quality monitoring tasks: agent listening and scoring, calibration, insight for performance feedback.
- Identify problem areas doing root cause analysis, work on improvements (process and people) and provide feedback and actionable data.
You're A Great Fit If You Have:
- Bachelor's Degree in Business or related field or combined work experience and education.
- 2-4 years management experience required either as a manager, teal leader, or indirectly leading outsource delivery center QA teams.
- 2-3 years of progressive experience in the field of quality assurance, quality management or training development and delivery in a contact center environment.
- Previous coaching and training experience.
- Deep understanding of contact center QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
- Proven success increasing individual and team performance within a contact center setting.
- Previous QA experience on inbound voice, outbound voice, chat, email, and offline activities is a plus.
- Experience designing quality monitoring scorecards across channels.
- Well verse with Zendesk or any other CRM tool to manage knowledge base.
What Makes Working With Us Awesome
- Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning.
- Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
- Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.
Cool Perks/Benefits
- Hybrid working arrangement; Flexible working hours
- Relax and unwind in the leisure area with video games, board games, books, and more.
- Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
- Coffee, tea, or snacks are available for consumption at the pantry. Because you'll be happier with a full tummy.
- A healthy body leads to a brilliant mind. Let's get moving with the inter-company sports team.
- There will be workshops, talent shows, sports activities, and other events for sharing and bonding.
Personal Data Protection
Setel Ventures Sdn Bhd is fully committed to the protection of Personal Data and compliance of the Personal Data Protection Act 2010 (Act). Setel Ventures Sdn Bhd assures that any Personal Data collected, stored, processed, and used for the purpose of this registration/application shall comply with the requirements of the Act and only be used within Setel Ventures Sdn Bhd.
We ensure that the data you submit to us remains confidential and is used for the purposes stated in the data privacy statement.
By clicking on Apply, I agree to the data privacy statement and I accept it.
