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Operations Excellence Associate

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Lalamove Full time

We are seeking a highly skilled and motivated Quality Assurance Associate to join our team in Kuala Lumpur, Malaysia. As a Quality Assurance Associate, you will play a key role in maintaining high-quality standards by monitoring calls, evaluating documents, and providing actionable feedback to enhance overall performance.

About the Role

This is an exciting opportunity to work with a dynamic team that is passionate about delivering exceptional results. You will be responsible for monitoring and evaluating calls to ensure adherence to company policies, quality standards, and best practices. Additionally, you will assess call effectiveness, provide constructive feedback and coaching to agents, and identify trends in call quality issues.

Key Responsibilities
  • Call Monitoring and Evaluation:
  1. Monitor and evaluate calls to ensure adherence to company policies, quality standards, and best practices.
  2. Assess call effectiveness, including clarity, tone, resolution of driver's issues, and compliance with company guidelines.
  3. Provide constructive feedback and coaching to agents based on call reviews.
  4. Identify trends in call quality issues and suggest corrective actions or improvements.
  5. Ensure calls are handled in a professional, efficient, and friendly manner.
Document Quality Assurance:
  1. Review and audit various types of documents ensuring they are accurate, consistent, and compliant.
  2. Ensure all documents follow the company's style guide, format standards, and regulatory requirements.
  3. Evaluate the completeness of documents, checking for missing information, errors, or inconsistencies.
  4. Provide feedback to teams and coaching to agents on improving document clarity and quality.
Reporting and Analysis:
  1. Prepare regular reports on call and document quality metrics, trends, and performance outcomes.
  2. Share insights and recommendations for improving quality, agent performance, and document accuracy.
  3. Analyze data to identify patterns, and work with teams to implement solutions for recurring issues.