Agent Support
4 days ago
**Location**: Bangsar South
**Working Hour**:Monday - Friday, 9:00 AM - 6:00 PM
**Salary**: Maximum budget - RM 6,000
**Job Type**:1 year contract with 6 months probation
**Benefits**:
- Annual Leave
- Medical Benefits
- Insurance
- EPF, SOCSO & EIS
- WFH & WFO
- Ensure CSAT drivers are understood and drive the team to achieve them.
- Proactively identifies and proposes QA program improvements as required.
- Ensure the team perform data analysis to understand trends and identify critical improvement points, using information from monitoring and other metrics (Write Offs, NPS, CSAT, First Touch Resolution, etc.).
- Prepare and analyses internal and external quality reports for management staff review.
- Provide reports and analysis to management detailing the QA programs global performance.
- Conduct quality monitoring tasks: agent listening and scoring, calibration, insight for performance feedback
- Identify problem areas doing root cause analysis, work on improvements (process and people) and provide feedback and actionable data.
**Job Requirements**:
- Bachelor's Degree in Business or related field or combined work experience and education.
- 2-4 years management experience required either as a manager, teal leader, or indirectly leading outsource delivery centre QA teams.
- 2-3 years of progressive experience in the field of quality assurance, quality management or training development and delivery in a contact centre environment.
- Experience designing quality monitoring scorecards across channels.
- Vast experience with Zendesk or any other CRM tool to manage knowledge base
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