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Quality Assurance Executive
2 months ago
**Role Summary**:
**Key responsibilities**:
- Conduct evaluation of Call Center and Customer Service interactions to ensure adherence to quality standards.
- Implement and maintain Quality Assurance processes and protocols.
- Evaluate the performance of Call Center and Customer Service representatives based on established criteria.
- Provide contractive feedback to enhance performance.
- Utilize basic Excel Analysis skills to review and analyze performance data.
- Prepare reports on Quality Assurance findings and performance metrics.
- Communicate effectively with different stakeholders, including Call Center representatives and management.
- Provide training and support to improve performance.
- Identify areas for improvement in Call Center and Customer Service processes.
- Collaborate with relevant teams to implement process enhancements.
- Maintain accurate record of Quality Assurance evaluations and performance data.
- Ensure compliance with documentation standards.
**Requirements**:
- Proven experience dealing with Call Center and Customer Service Performance Evaluation.
- Previous experience in Quality Assurance in highly preferred.
- Proficiency in basic Excel analysis for data review and reporting.
- Ability to communicate with stakeholders.
- Proficiency in Mandarin and Thai languages is highly preferred.
- Detailed-oriented approach to ensure accuracy in evaluations and documentations.
- Mandarin & Thai languages (customers are mainly speaking in Mandarin, English, and Thai). English is compulsory. Mandarin and Thai will be highly preferred.
**Benefits**:
- Competitive basic salary + 13 months salary
- Housing loan/rental & transportation subsidies (RM500+RM250)
- Attractive half-year performance bonus
- Comprehensive health, dental and vision insurance
- Opportunities for professional personal development in the rapidly evolving industry
**Work arrangements**:
Hybrid Mode (3 days in the Office, 2 days WFH)
**Working Location**: Sunway Velocity
**Job Types**: Full-time, Permanent
**Salary**: RM3,000.00 - RM4,500.00 per month
**Benefits**:
- Dental insurance
- Health insurance
- Professional development
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Application Question(s):
- Are you proficient in excel analysis?
- Expected salary?
- Notice period?
**Education**:
- Diploma/Advanced Diploma (preferred)
**Experience**:
- Call Center: 1 year (preferred)
- Customer service: 1 year (preferred)
- Quality assurance: 1 year (preferred)
**Language**:
- Mandarin or Thai (required)
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