• Specialist - Quality and Customer Experience (English and Bahasa Malaysia Language Support)

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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.