Job Details

Description :

Responsibilities:
Call Monitoring and Evaluation
•    Responsible for listening and monitoring ISR calls for customer satisfaction according to specified policies and procedures.
•    Support the overall QA work flow by conducting customer call evaluations and providing feedback, generally to the Team Leads in a constructive manner.
•    Accountable for collecting, coordinating, evaluating, and providing call data from agents to Team Leads and providing feedback and reporting.
•    Meet weekly / monthly call evaluation metrics and ensure calibration for Quality Monitoring between the Quality Analyst and Team Leads internally and Quality calibrations externally with the customer.

Quality Control and Management
•    To achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews. (DSAT/CSAT)
•    Preparing and completing action plans.
•    Implementing productivity, quality, and customer service standards.
•    Identifying and resolving problems, completing audits, determining system improvements, implementing change.
•    Prepare quality documentation and reports by collecting, analysing, and summarizing information and trends including failed processes, corrective actions, and re-evaluations.

Requirements :

Requirement
(Knowledge, Skills, and Abilities)
•    Enjoys mentoring and coaching
•    Strong verbal and presentation skills
•    Knowledge of Transaction Monitoring requirements in COPC
•    Proactive attitude towards work
•    Ability to work under pressure
•    Bright outgoing personality. Pursues work with energy and drive and is motivated by accomplishments.
•    Ability to develop and implement plans in order to accomplish set goals
•    Team spirit and team player
•    At least 2 years of Quality Assurance Experience and/or 2 years of training experience
•    Clear and concise verbal and written business communication in English; and an additional language (Bahasa Malaysia, Cantonese and Mandarin preferred)
•    Have a clear understanding on IT/Google products
•    Must have coaching and/or soft skills training experience

•    Permanent
•    2 Shift Time
•    Diploma / Advanced Diploma / Higher Graduate Diploma
•    RM5,000+
•    Office administrative, office support and other business support activities