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Quality Assurance Specialist

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Telecontinent Full time
Job Summary

We are seeking a highly skilled Quality Assurance Officer to join our team at Telecontinent. As a Quality Assurance Officer, you will play a critical role in ensuring that our customer service interactions meet the highest standards of quality and excellence.

Key Responsibilities
  1. Quality Monitoring and Evaluation: Conduct thorough monitoring and evaluation of customer interactions across multiple channels, including voice, email, chat, and social media, to ensure adherence to company standards and procedures.
  2. Feedback and Reporting: Provide timely and constructive feedback to customer service agents on their performance in handling voice and non-voice interactions, and prepare regular quality reports summarizing findings, trends, and performance metrics for management review.
  3. Training and Development: Collaborate with training teams to develop training programs and materials based on quality assurance insights, and facilitate coaching sessions, role-plays, and workshops focused on enhancing agent skills for both voice and non-voice interactions.
  4. Customer Experience Improvement: Analyze customer feedback and interaction data to identify opportunities for improving the customer experience across all channels, and work collaboratively with operations and management to implement changes that enhance service quality.
  5. Process Improvement and Standardization: Identify and recommend process improvements based on quality evaluation findings, and assist in developing and maintaining quality assurance guidelines, standards, and best practices for all interaction types.
  6. Compliance and Policy Adherence: Ensure that all customer interactions comply with company policies, legal requirements, and industry standards, and regularly update and refine quality assurance processes in line with evolving business needs.
  7. Cross-Functional Collaboration: Work closely with cross-functional teams, including Operations and Training, to ensure a cohesive approach to customer service excellence, and share insights and trends from quality evaluations to inform product and service improvements.
Requirements
  1. Proven experience in quality assurance within a call center or customer service environment, with a focus on both voice and non-voice channels.
  2. Strong understanding of call center operations, customer service best practices, and multi-channel support dynamics.
  3. University education or diploma, preferably in a related discipline.
  4. Excellent written and verbal communication skills in Bahasa Malaysia, English, and Mandarin, with the ability to listen and speak Cantonese.
  5. Strong analytical, decision-making, and problem-solving skills, with attention to detail.
  6. Adaptability, initiative, and stress tolerance.
  7. Ability to provide constructive feedback and guidance to team members.
  8. Proficiency in MS Office (PowerPoint and Excel) and call center software/tools.
Benefits
  1. Competitive remuneration package, including basic salary, language allowance, attendance allowance, KPI allowance, and annual salary increment and performance bonus.
  2. Medical and hospitalization coverage.
  3. External training and potential career progression opportunities.
  4. EPF, SOCSO, and EIS coverage.
Working Hours and Location
  1. 9:00 AM – 6:00 PM, Monday – Friday.
  2. Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
  3. Nearby Ampang Park MRT2/LRT station (within 5-minute walking distance).