Quantity Assurance

**Requirements**
- Experience in the customer service space
- Proven track record of analytical skills
- Hands-on experience in quality assurance
- Great people skills and ability to communicate (negative) feedback
- Good organizational skills, knowledgeable in goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality.

**Responsibilities**
- Maintain and develop internal support and call center quality standards
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Analyze all customer service metrics (e.g. CSAT, FRT, QS) and how the support team’s performance affects those KPIs
- Create strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance on the agent and team level
- Create reports that reflect support performance
- Report support team’s performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner.

**Salary**: RM2,500.00 - RM3,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion

Schedule:

- Day shift
- Fixed shift
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Bangsar South: Reliably commute or planning to relocate before starting work (required)

Expected Start Date: 11/13/2023