Customer Experience Quality Control Executive

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia LiveIn Full time

Position Overview:


As a Customer Experience Quality Control Executive, you will be responsible for ensuring the delivery of exceptional customer service and experience across all touchpoints.

You will meticulously analyze customer interactions, identify areas for improvement, and develop strategies to enhance overall customer satisfaction. This role requires a keen eye for detail, excellent communication skills, and a passion for delivering outstanding customer experiences.

Key Responsibilities:

Quality Assurance:

Feedback and Coaching:

  • Provide constructive feedback and coaching to customer service representatives based on quality evaluations to drive continuous improvement in service delivery.

Performance Analysis:

  • Analyze quality monitoring data to identify trends, patterns, and areas for improvement, and prepare reports summarizing key findings for management review.

Process Improvement:

  • Collaborate with crossfunctional teams to develop and implement process improvements, training programs, and quality initiatives aimed at enhancing the overall customer experience.

Compliance Monitoring:

  • Ensure compliance with regulatory requirements, company policies, and industry best practices related to customer interactions and data privacy.

Customer Feedback Analysis:

  • Monitor customer feedback channels, such as surveys and social media, to gather insights into customer preferences, satisfaction levels, and pain points.

Stakeholder Communication:

  • Liaise with various stakeholders, including customer service managers, trainers, and IT teams, to communicate quality goals, initiatives, and performance metrics effectively.

Technology Utilization:

  • Leverage quality monitoring tools, software systems, and analytics platforms to streamline evaluation processes and capture actionable insights.

Training and Development:

  • Assist in the development and delivery of training programs and workshops for customer service teams to enhance product knowledge, communication skills, and service excellence.

Qualifications:

  • Bachelor's degree in business administration, marketing, communications, or a related field.
  • Proven experience in quality assurance, customer service, or a related field, preferably in a supervisory or leadership role.
  • Strong analytical skills with the ability to interpret data, identify trends, and make actionable recommendations.
  • Excellent communication and interpersonal skills, with the ability to provide constructive feedback and interact effectively with diverse teams.
  • Proficiency in using quality monitoring tools, CRM systems, and Microsoft Office Suite.
  • Detailoriented mindset with a commitment to accuracy and quality.
  • Ability to thrive in a fastpaced environment and manage multiple priorities effectively.
  • Knowledge of customer experience best practices, industry trends, and regulatory requirements.

Benefits:

  • Competitive salary and benefits package.
  • Young, supportive and diverse working environment.
  • Opportunities for professional growth and development.
  • Annual Leave, Medical Leave, EPF, SOCSO, EIS.
  • Office refreshments.
  • Mon to Fri, 5 working days/ week.
  • Medical reimbursement.
  • Cozy Coworking space.
  • Accommodation discount.
  • Monthly activities and events.
  • Onsite free parking.
  • Other benefits.

Job Types:
Full-time, Permanent

Salary:
RM4, RM6,000.00 per month

Benefits:

  • Free parking
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Performance bonus
Application Deadline: 03/22/2024

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