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Job Description

The Position:

• The role encompasses an overall responsibility for managing the customer experience and quality of the operations team on a day-to-day basis.
• The role involves being responsible for the overall management of customer experience within the project.

The Responsibilities of the Role:

• To accurately score and perform call and/or email monitoring for Executive - Customer Service on a monthly basis according to guidelines set and to provide appropriate coaching and feedback.
• To collate call/email monitoring results, analyze, and recommend opportunities for continuous improvement on a monthly basis.
• To convey issues and positive reinforcement on Quality assurance concerns to TQM and Operations Management (OPS) respectively.
• To maintain and improve the implemented QMS to reflect new client changes/implementations and/or as a result of the analysis derived from the monthly audits.
• To ensure streamlined knowledge of Quality process across functions (i.e. Ops, L&D, Clients) through Calibration activities.
• Review and Analyze Voice of Customer data gathered through survey-based system (e.g. CSAT) or CSI input. Derive action plan to further improve overall Customer Experience.
• To undertake initiatives targeted to improve the overall quality performance of the agents.
• To conduct case investigations reported by the clients or Ops within a 24hrs deadline.
• Any other task(s) as delegated by Supervisors.

Skill Requirements:

• Must be a Degree holder or have an equivalent professional qualification in a relevant field of study.
• Good command of spoken and written English and Bahasa Malaysia.
• Minimum 12 months at current level of Executive/ Specialist.
• Excellent disciplinary and performance track record.
• Proven skills in handling inbound and outbound calls and/or emails.
• Monitor and gauge techniques of yielding desired targets.
• Ability to locate data, analyze trends and make appropriate recommendations for continuous improvements.
• A good understanding of call center operations to be able to identify, assess and manage existing business processes in operations for continuous improvement.
• Demonstrates effective teamwork and people skills to foster constructive working relationships and actively participates in and contributes to cross-functional teams.
• Proficient in MS Office applications.

The Package :

• Attractive Salary.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.