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Quality Assurance Trainer

4 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time

Requirements

  • Minimum 1 year experience in contact center environment, preferably in quality assurance capacity.
  • University education or diploma preferably in related discipline.
  • Excellent written and verbal communication skills in Bahasa Malaysia, English & Mandarin (skill in written Chinese would add advantage).
  • Excellent communication and interpersonal skills.
  • Good decision making and problem solving skills.
  • Attention to detail, initiative and set high standards.
  • Adaptability, initiative & stress tolerance.
  • Ability to manage agent's rejection and counter objection.

Responsibility

  • Monitor and prepare written evaluations of CME transactions via voice and nonvoice channels that are consistent with the current quality management assessment criteria.
  • Provide constructive feedback to CMEs in a positive manner to enhance overall performance.
  • Track trends observed while monitoring transactions content.
  • Communicate regularly and professionally with operational counterparts/other support teams (e.g. Team Leaders, Training, etc.) to drive CME efficiency and effectiveness towards common goals.
  • Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
  • Regularly update and maintain QA progress logs and other records / documents as necessary.
  • Participate in the implementation of various quality improvement exercises/ campaigns/ programs / analyze data collected and initiate improvement plan
  • Ensure transactions performed by the CME are randomly validated based on standard guidelines and required data sampling method.
  • Follow through CSAT recovery cases with operations team to ensure validity of customer's rating.
  • Conduct regular call calibration session with client, Team Leaders and CMEs to ensure consistent understanding on products and procedurals.
  • Investigate client complaints by identifying the root cause and revert with action plan for operations team to work on for corrective and preventive action measures.
  • As and when required, QA is expected to provide coaching or counselling to Agents based on transaction validation results.
  • Update process and procedures guidelines and SOP to maintain is validity.

Benefits

  • Remuneration package: Basic: RM2,800
  • RM3,000
  • KPI incentive: RM500
  • Attendance allowance: RM100
  • Annual salary increment & performance bonus
  • Medical & hospitalization benefits
  • EPF, SOCSO and EIS covered
  • Working hour: 10AM 7PM (Monday
  • Friday)
  • Training will be provided and potential career progression opportunities
  • Working location: Menara Tokio Marine Life, No. 189, Jalan Tun Razak, 50400 Kuala Lumpur
  • Nearby Ampang Park LRT and MRT station (within 5minute walking distance)

Job Types:
Full-time, Permanent, Contract

Contract length: 12 months

Pay:
RM2, RM3,000.00 per month

Benefits:

  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Fixed shift

Supplemental pay types:

  • Attendance bonus
  • Commission pay
  • Performance bonus

Ability to commute/relocate:

  • Kuala Lumpur: Reliably commute or planning to relocate before starting work (preferred)

Education:

  • STM/STPM (preferred)

Experience:

- call: 1 year (preferred)

Application Deadline: 05/31/2024

Expected Start Date: 06/04/2024