Executive, Customer Service Quality Assurance
3 weeks ago
**About You**
You will be reporting directly to the Team Leader, Quality Assurance, and will be driving the call quality improvement in the Customer Service department.
**Your Day to Day**
- Maintain and develop internal support and call centre quality standards.
- Assess support interactions based on internal standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with Team Leads in regular meetings.
- Analyze all customer service metrics (e.g., QA scorecard, CSAT,NPS) and how the support team’s 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’s performance to higher-ups.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Contribute to the team culture in a positive manner.
**Your Know How**
- Experience in the customer service space.
- Proven track record of analytical skills.
- Hands-on experience in quality assurance.
- Great interpersonal skills and ability to communicate (negative) feedback.
- Good organizational skills, knowledgeable in goal setting practices.
- Good communication and writing skills.
- 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.
**Job Types**: Full-time, Permanent
**Salary**: RM3,000.00 - RM4,000.00 per month
**Benefits**:
- Dental insurance
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Overtime pay
- Yearly bonus
**Experience**:
- Call Center: 1 year (preferred)
- Quality assurance: 1 year (required)
Ability to Commute:
- Kelana Jaya (preferred)
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