Cs Quality Analyst
4 days ago
**We, SummitNext Technologies Sdn. Bhd. is a BPO and Technology Solutions provider, where innovation meets excellence.**
As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Customer Service Quality Analyst,** providing unrivalled support to clients within the dynamic transportation & logistics industry.
**Position**
CS Quality Analyst
- Monitor, report and analyse both quality monitoring audits and customer satisfaction survey results across all channels.
- Track and monitor quality-related metrics and initiate plans for corrective actions across all channels.
- Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality.
- Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
- Supporting Line Leaders and Assistant Leaders: You should work closely with line leaders and assistant leaders to identify quality improvement needs and provide them with support in developing and implementing effective quality programs.
**Job Requirements**
- Diploma/Bachelor degree with at least 2 years of work experience as 3+ years of experience in QA, have lead a team
- Strong communication skills in English (verbal and written)
- Critical thinking and problem-solving skills
- Self-starter with a strong sense of curiosity
- Work experience as a Customer Service QA similar role or BPO (Business Process Outsourcing)
- Good team player with a positive attitude and a strong sense of integrity and responsibility
- Exposure to a strong customer-oriented environment, must be quality service oriented
- Strong process orientation, must be logical and able to follow processes and adapt to changes
**Job Type**
- Full-time, rotational day shift, 5 days a week
**Job Location**
Office - Shah Alam
**Salary**
- Basic RM3500.00 per month
- Team Performance KPI (up to RM400 per month)
**Benefits**
- EPF, Socso
- Maternity leave
- Annual Leave, Maternity Leave, Parental Leave, etc
- Opportunities for promotion
- Professional development
**Expected Start Date**:
- Immediately
**Know more about us at**:
**Salary**: RM3,500.00 per month
**Benefits**:
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Rotational shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Shah Alam: Reliably commute or planning to relocate before starting work (required)
**Education**:
- STM/STPM (preferred)
**Experience**:
- QA/QC: 1 year (preferred)
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