Senior Quality Assurance Specialist

3 days ago


George Town, Penang, Malaysia Zebra Technologies Full time

We are seeking an experienced Quality Assurance Specialist to join our Zebra Nation. In this role, you will work collaboratively with stakeholders to ensure exceptional customer experiences.

Key Responsibilities:
  1. Set Quality Benchmarks: Establish standards for measuring agent performance.
  2. Analyze Quality Metrics: Track and analyze data to identify areas for improvement.
  3. Provide Feedback: Offer constructive feedback to agents to enhance their skills.
  4. Identify Trends: Analyze listening programs to understand customer needs.
  5. Develop Recommendations: Create actionable plans to improve customer satisfaction.
  6. Collaborate with Teams: Work closely with cross-functional teams to implement quality initiatives.


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