Specialist - Quality and Customer Experience

The Responsibilities of the Role:

• The analysts shall assist in the development of the Arion and Al tools to give Customer Support a firm base in relation to quality.
• The analysts shall be daily moderators of automated learning.
• Conduct investigations as and when required.
• Utilize software to notify Operations so there is compliance with quality standards and procedures.
• Create and enable a structure for real-time quality feedback.
• Continue the development and enhancement of the supervised learning machine and user interface.
• Facilitate the change from random scoring to targeted actions.
• Detecting and repairing broken customer journeys.
• Provide Customer Support with actionable insights.

Skill Requirements:

• Degree or an equivalent professional qualification.
• Good command of spoken and written English. Hindi/Telugu is an added advantage.
• Excellent knowledge of ICT products and services, including computer hardware, electronics, software, and basic networking.
• Minimum 1 year of experience in similar capacity.
• Demonstrates good people skills and teamwork qualities that foster a constructive working relationship and a friendly environment.

The Package :

• Attractive Salary.
• Performance Related Allowance on a quarterly basis.
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.