Specialist Quality Analyst - (English & Tagalog Language Support)
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Job Description
The Responsibilities of the Role:
- Responsible for conducting monthly Quality Monitoring and Feedback sessions (Call, email and chat) for Executives – Post Sales agents.
- Accurately conduct Quality Monitoring and Feedback sessions for the Executives mentioned above on a daily, weekly and/or monthly basis as specified by the Transaction Monitoring Methodology and Procedures.
- Collect and document Quality Monitoring results, analyze and recommend opportunities to Assistant Manager/Manager – Operations for continuous improvement on a monthly basis or whenever required.
- Assistant Manager – Quality & Customer Experience and Manager – Operation by translating quality monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
- Convey issues and positive reinforcement on quality concerns to Total Quality Management and Operations Management.
- *Job scope is to change based on hierarchical changes.
Skill Requirements:
- Graduate from college or above, related professional on electronically is preferred.
- Familiar with Window OS, Windows Office.
- Good communication skills in English and Mandarin language – to read, write and speak.
- More than 2 years of large-scale call center customer service-related work experience; above 1 year experience for QA.
- Sales/service experience in retail, sales, service or other “helping” business (preferred).
- PC industry knowledge (An advantage).
- Good patient, serious and responsible work, have good service consciousness.
- Conduct qualitative assessments of calls, e-mails, web chats and queue handling in accordance with QA program.
- Assist the Team leader to determine quality improvements, including, improvements/changes to training, coaching needs, process improvements or disciplinary actions.
- Can summarize excellent cases from the agent service and share with team members to improve the service skills.
The Package :
- Attractive Salary (RM 4,000 – RM 4,500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
Experience Required :
- Associate
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.