Quality Assurance Analyst
4 days ago
**We, SummitNext Technologies Sdn. Bhd. is a BPO and Technology Solutions provider located in PJ, Selangor, where innovation meets excellence.**
As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Quality Assurance Analysts**,** providing unrivalled support to our clients.
**Position**
Quality Assurance Analyst (Mandarin Support - Dataran Prima, PJ)
**Requirements**:
- Bachelor’s degree or equivalent diploma in any discipline
- 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 as 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 as performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner.
- 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.
Pay: RM5,500.00 - RM6,000.00 per month
**Benefits**:
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Day shift
- Monday to Friday
-
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