Quality Assurance Officer

7 days ago


Petaling Jaya, Malaysia Redberry Contact Center Sdn Bhd Full time

**LOCATION: Redberry City, Seksyen 13, Petaling Jaya**

**WORKING DAYS: Monday - Friday, 9am - 6.30pm**

**REQUIREMENTS: -**
- **MUST BE ABLE TO START IMMEDIATELY**
- **MUST BE WILLING TO BE BASED IN SECTION 13, PETALING JAYA**
- **MUST BE WILLING TO TAKE ON DIFFERENT ROLES / MULTI TASKS AT ANY POINT IN TIME**
- Fresh DIPLOMA/DEGREE HOLDERS are encouraged to apply
- Strong Communication Skills & ability to Multi-Task
- Good command of Bahasa Malaysia and English (spoken & written)
- Experienced in the customer service/call center industry is an added advantage
- Dynamic, energetic, and result-oriented team player with good interpersonal skill

**JOB ROLE: -**

**a) Quality Assurance (QA)**
- To audit incoming/outgoing calls made by call center agents
- To ensure the quality of calls made by the call center agents
- To ensure the quality of calls are at a 90% acceptable level of service
- To ensure that details of customers and plans are accurate as per conversation
- To perform coaching of staff on deviations
- To ensure the accuracy of information being provided to the customers
- To ensure all calls are genuine and to detect any fraudulent act of the CRE
- To ensure agents give appropriate & relevant examples and proper objection handling
- To ensure all sales calls have clear consent before any calls are approved as a sales call
- To ensure all pending calls are escalated to the CL for rectifications
- To be actively involved in Training, act as back up trainer

**b) Others**
- To do other ad hoc tasks as assigned by the Superior

**Interview is carried out via mobile/remote interview.**

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

**Salary**: RM2,000.00 per month

Schedule:

- Monday to Friday


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