Senior Quality Assurance Specialist
1 week ago
At SummitNext Technologies Sdn. Bhd., we are on a mission to deliver unparalleled support to our clients, and we need talented individuals like you to join our team as Senior Quality Assurance Specialists.
OverviewWe are a leading BPO and Technology Solutions provider located in Selangor, where innovation meets excellence. As we embark on our rapid expansion, we are seeking experienced professionals to ensure our service quality standards remain unmatched.
Job SummaryAs a Senior Quality Assurance Specialist, you will be responsible for monitoring and evaluating customer interactions to guarantee exceptional service quality. Your expertise will help us identify trends, issues, and areas for improvement, enabling us to enhance customer satisfaction and performance.
Responsibilities- Customer Interaction Monitoring: Evaluate customer interactions through calls, chats, and emails to ensure service quality standards are met.
- Trend Identification: Identify trends, issues, and areas for improvement in customer service delivery.
- Process Improvement: Develop and recommend process improvements to enhance customer satisfaction and performance.
- Auditing: Conduct regular audits of call logs and support interactions to ensure compliance with company policies.
- Feedback and Coaching: Provide feedback, coaching, and training to customer service agents based on performance evaluations.
- Collaboration: Collaborate with team leads and supervisors to address training gaps and maintain consistent service quality.
- Policy Development: Assist in the development and implementation of customer service policies.
- Quality Reporting: Prepare reports detailing quality assurance findings and recommend action plans for continuous improvement.
- Educational Qualifications: Minimum Diploma in any relevant field (Business, Communications, etc.), or equivalent work experience.
- Certification: Certification in Quality Assurance or related field is an advantage.
- Experience: Previous experience in a customer service or call centre environment, preferably in a quality assurance role.
- Skills: Strong understanding of quality assurance processes, customer service best practices, and performance metrics.
- Software Proficiency: Familiarity with customer relationship management (CRM) systems and relevant software tools.
- Analytical Skills: Attention to detail and excellent analytical skills to identify patterns and issues.
- Teamwork: Ability to work independently and as part of a team to meet deadlines and achieve goals.
This position offers a competitive salary range of RM 4,000 - RM 5,000 per month.
In addition to your monthly remuneration, you will also enjoy the following benefits:
- Annual Leave: Enjoy a generous annual leave package to recharge and pursue your passions.
- Maternity/Paternity Leave: Take time off to care for your loved ones during this special period.
- Birthday Leave: Celebrate your birthday with a day off to relax and have fun.
- EPF & Socso: Contribute to your retirement fund and enjoy social security benefits.
- Opportunities for Growth: Opportunities for professional growth and development to advance your career.
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