Quality Assurance Executive

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Smarttrend Sdn Bhd Full time

Role Summary:

Key responsibilities:

  • Conduct evaluation of Call Center and Customer Service interactions to ensure adherence to quality standards.
  • Implement and maintain Quality Assurance processes and protocols.
  • Evaluate the performance of Call Center and Customer Service representatives based on established criteria.
  • Provide contractive feedback to enhance performance.
  • Utilize basic Excel Analysis skills to review and analyze performance data.
  • Prepare reports on Quality Assurance findings and performance metrics.
  • Communicate effectively with different stakeholders, including Call Center representatives and management.
  • Provide training and support to improve performance.
  • Identify areas for improvement in Call Center and Customer Service processes.
  • Collaborate with relevant teams to implement process enhancements.
  • Maintain accurate record of Quality Assurance evaluations and performance data.
  • Ensure compliance with documentation standards.

Requirements:

  • Proven experience dealing with Call Center and Customer Service Performance Evaluation.
  • Previous experience in Quality Assurance in highly preferred.
  • Proficiency in basic Excel analysis for data review and reporting.
  • Ability to communicate with stakeholders.
  • Proficiency in Mandarin and Thai languages is highly preferred.
  • Detailedoriented approach to ensure accuracy in evaluations and documentations.
  • Mandarin & Thai languages (customers are mainly speaking in Mandarin, English, and Thai). English is compulsory. Mandarin and Thai will be highly preferred.

Benefits:

  • Competitive basic salary + 13 months salary
  • Housing loan/rental & transportation subsidies (RM500+RM250)
  • Attractive halfyear performance bonus
  • Comprehensive health, dental and vision insurance
  • Opportunities for professional personal development in the rapidly evolving industry
*Working Location: Sunway Velo

Salary:
RM3, RM4,500.00 per month

Benefits:

  • Dental insurance
  • Health insurance
  • Vision insurance

Schedule:

  • Monday to Friday

Experience:

  • Call Center and
Customer Service: 1 year (preferred)
Quality Assurance: 1 year (preferred)

Language:

  • Mandarin (preferred)

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