Quality Assessor

4 days ago


Kuala Lumpur, Malaysia Regus Full time

**Quality Assessor - Account Helpdesk Agent**

**Are you ready to join the workspace transformation?**

Leading a transformation requires talent, energy, focus and commitment - That’s why we’re looking for entrepreneurial people who are full of fantastic ideas and have the energy to turn them into reality.

If that sounds like you, read below to find out more

**Job purpose**

IWG currently has openings for “Quality Assessor” Agents working within our Customer Service/Account Helpdesk team.

You play a key role in ensuring our customers have a Great Day at Work - everyday - by carrying out the below tasks.
- Quality assessing customer cases by using the global Q&A form. This includes:

- Ensuring case details have been correctly updated & the processes are being strictly followed (Group policies, Account Helpdesk procedures, GDPR )
- Investigating to make sure the resolution provided to the customer is correct
- Updating, documenting each assessment report for record purposes
- Providing constructive feedback to help improve the level of customer service provided to the customer
- Assisting Team Managers in coaching Agents, highlighting focus areas of concerns
- Providing monthly report on trends identified and summarizing agent scores by Manager
- Coaching agents on their Quality deliverables

**About IWG**

IWG companies such as Regus, Spaces, No18, OpenOffice, Basepoint, HQ and Signature now help millions of people in 3,000+ locations in over 1,000 towns and cities across more than 110 countries. We create personal, financial and strategic value for businesses of every size. From some of the most exciting companies and well-known organisations on the planet, to individuals and the next generation of industry leaders.

**About the Account Helpdesk**

Our Account Helpdesk comprises of a team of 100+ international professionals from all over the world. By working together, we can provide our customers with world-class service and on-the-spot resolution to make sure that they have a Great Day at Work


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