• Specialist Quality Assurance (English, Mandarin and Cantonese Language Support)

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    Job Description
    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:
    • Degree, Diploma or an equivalent professional qualification.
    • 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.
    • Excellent command of spoken and written in English, Cantonese & Mandarin.


    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.