• Specialist Quality Analyst - (English and 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.