Quality Assurance

1 month ago


Kuala Lumpur, Malaysia Coway (Malaysia) Sdn Bhd Full time

Listening and audit inbound and outbound calls
- To prepare standard call monitoring form
- To collaborate with agents on their mistake done during call
- To coach and provide training to all call-agents on self development on improving calls
- To score each agent (HCC and MCC) daily on calls performance
- Prepare daily, weekly and monthly report on agents’ performance
- Assisting in identifying training needs and organize training interventions to meet quality standards
- To ensure ongoing compliance with quality and industry regulatory requirements
- Adheres to global standard policies and procedures
- Ensures the quality process is executed in adherence to global standards

**; Requirements**:
- At least Diploma in any field
- Contract position for 12 months and renewable
- Minimum 2-3 years’ working experience in Customer service quality assurance
- Able to speak more than 2 languages added as an advantage
- Excellent communication skills
- Proficient in Microsoft Excel with knowledge of formulas
- Familiar with PowerPoints for data presentations



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