Quality Assurance Specialist

1 month ago


Sungai Petani, Kedah, Malaysia SummitNext Technologies Sdn Bhd Full time
Job Title: QA SpecialistAbout the Role

At SummitNext Technologies Sdn. Bhd., we are seeking a highly skilled QA Specialist to join our team. This role is pivotal in ensuring that our customer service standards are met and exceeded.

Responsibilities
  • Customer Interaction Monitoring: Evaluate customer interactions through calls, chats, and emails to ensure service quality standards are met.
  • Quality Improvement: Identify trends, issues, and areas for improvement in customer service delivery and develop recommendations to enhance quality.
  • Process Audits: Conduct regular audits of call logs and support interactions to ensure compliance with company policies.
  • Training and Coaching: Provide feedback, coaching, and training to customer service agents based on performance evaluations.
  • Collaboration: Work 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.
Requirements
  • Education: 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: Familiarity with customer relationship management (CRM) systems and relevant software tools.
Benefits
  • Competitive Salary: RM4000.00 - RM5000.00 per month.
  • Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc
  • EPF & Socso
  • Opportunities for Promotion
  • Professional Development


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