Specialist - Quality Assurance

The Responsibilities of the Role:

• Developing, maintaining, training and coaching the agents to enhance overall customer support.
• Process review for improving the call flow efficiency and quality of call centre agents (voice and e-services).
• Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
• Suggest or provide process opportunities and enhancements based on collected pain point data trends.
• Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors.
• Provide investigation, root cause analysis and case chronology when needed.
• Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
• Provide feedback to the TSM/CC manager for any opportunities on improvement.
• Prepare and be part of R&R programs, arrangements and promotions.

Skill Requirements:

• Diploma, Degree or an equivalent professional qualification.
• Excellent command of spoken and written English.
• A high degree of integrity and professionalism with leadership traits.
• Minimum 12 months in the current position with excellent disciplinary and performance track record.
• Dynamic, highly motivated and result oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• L2.0 Technical expertise is an added advantage.
• Candidates with relevant customer service and technical support experience are welcome to apply.
• Possesses exceptional telephony and customer service skills in handling calls, emails, and/or chats.
• Possesses strong communication and interpersonal relationship skills.

The Package :

• Attractive Salary (RM4,500 – RM5,500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.