Quality Assurance (Mandarin Speaker) - Fully Work From Home
Basic Salary Range: RM 4,500 - RM 6,300
Working Hours Normal: 8am - 6pm
Working Days: 5 Days and 2 Days Off Rotational
Key Responsibilities:
- Conduct regular evaluations of CS representatives to measure their proficiency in handling player inquiries, resolving issues, and delivering exceptional service.
- Provide constructive feedback to agents to enhance their skills and performance.
- Ensure that customer service operations comply with all relevant regulatory requirements and industry standards. (compliance)
- Collaborate with the CS management team to identify areas for process improvement and streamline workflows.
- Provide regular reports to management highlighting key quality metrics, areas of excellence, and improvement opportunities.
- Implement strategies to enhance the efficiency and effectiveness of customer service operations.
Requirements:-
- Minimum SPM level qualification or higher. Fluent in English, Chinese, and Malay (verbal, written, and reading)
- Minimum 2 years of work experience, including at least 1 year in quality assurance within customer service, BPO, or call centre environments
- Strong compliance awareness, communication and analytical skills
- Own PC/Laptop with specifications: 8GB RAM or above, Intel Core i5 processor or AMD Ryzen 5 processor or above, and internet speed of at least 80 Mbps for work
