Quality Assurance Executive

5 days ago


Selangor, Malaysia Alphatel Global Sdn Bhd Full time

Perform monthly live chat and historical chat monitoring, evaluate, and generate chat rating report to the Customer Service Manager and Senior Operation Manager.
- Conduct training session to cater improvement on chat quality.
- Assist Customer Service Manager in design of chat monitoring formats and quality standards, coordinate to discuss individual staff performance.
- Track, follow up and perform calibration in chat quality on recommended action.
- Create and improve quality assurance guidelines and SOP.
- Conduct one to one or one to all coaching with the customer service representative for quality improvement.
- Monitor all company’s platforms for any misconduct message and information such as live-chat, Whats-app, We-chat etc
- Monthly customers feedback and complaints reporting.
- Perform CSAT survey and Mystery shopping on behalf of client and prepare report for Top Management.
- Manage and execute that have be assign by Team Leader.

**; Requirements**:
- Minimum 2 years’ experience in same or relevant field.
- Required Language (s): English, Mandarin and Bahasa Malaysia (written and spoken).
- Required Skill(s): Microsoft Office, Google Drive, Report writing.
- Excellent interpersonal, communication and presentation skills.



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