Quality Assurance Specialist

2 weeks ago


Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

**Quality Assurance**:

- Develop and maintain quality assurance metrics and reporting systems.
- Identify areas for improvement and recommend corrective actions to enhance service quality.
- Collaborate with management to develop and implement quality improvement initiatives.
- Facilitate one-on-one coaching sessions to address specific performance issues and reinforce positive behaviours.

**Training**:

- Work closely with team leaders, managers, and other departments to ensure a cohesive approach to quality and training.
- Design, develop, and deliver comprehensive training programs for new hires and existing staff.
- Conduct training sessions on customer service skills, product knowledge, and company policies.
- Evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes.
- Stay updated with industry trends and incorporate best practices into training materials.

Documentation and Reporting:

- Maintain accurate records of quality assessments, training sessions, and performance evaluations.
- Prepare and present detailed reports on quality and training activities to management.
- Prepare and present comprehensive monthly, quarterly, and annual quality assurance performance reports to clients.

**Knowledge Base Development**:

- Create and maintain a knowledge base for existing and new projects.
- Ensure the knowledge base is comprehensive, up-to-date, and easily accessible to all customer service agents.
- Regularly review and update the knowledge base to reflect changes in processes, policies, and products.

**Qualifications**:

- Education: Diploma or degree in any field.
- Experience: Minimum of 2 years of experience in a quality assurance and/or training role within a customer service environment.

**Skills**:

- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in using quality monitoring and reporting tools.
- Ability to design and deliver effective training programs.
- Detail-oriented with strong organizational skills.
- Experience in preparing and presenting reports to clients.
- Experience in creating and maintaining knowledge bases.

**Working Hours**:

- Monday to Friday, 9 AM to 6 PM (must be flexible to work on shifts to accommodate different project timings during training and quality coaching).

**Work Location**:

- KL Trillion, Jalan Tun Razak.

**Salary package**:

- Basic Salary - RM3,500 and above
- Annual Leave - 12 days
- Medical Leave - 14 days
- Medical Card - Insurance

**Job Types**: Full-time, Contract

Pay: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave

Schedule:

- Rotational shift

Application Question(s):

- Must have 2 years of experience in a quality assurance.
- Must be able to work from office at KL Trillion, Jalan Tun Razak.
- MUST be flexible to work on shifts.

Expected Start Date: 07/01/2024



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