Quality Assurance Professional

4 weeks ago


Sungai Petani, Kedah, Malaysia SummitNext Technologies Sdn Bhd Full time

Located in Selangor, SummitNext Technologies Sdn. Bhd. is a leading provider of BPO and Technology Solutions.

Job Overview:

We are seeking a talented Quality Assurance (QA) Specialist to join our team, providing exceptional support to clients as we continue our rapid expansion.

Responsibilities:

  • Monitor customer interactions through calls, chats, and emails to ensure high-quality service standards.
  • Analyze trends, issues, and areas for improvement in customer service delivery.
  • Develop process improvements to enhance customer satisfaction and performance.
  • Audit call logs and support interactions for compliance with company policies.
  • Provide feedback, coaching, and training to customer service agents based on performance evaluations.
  • Collaborate with team leads to address training gaps and maintain consistent service quality.
  • Assist in the development and implementation of customer service policies.
  • Prepare reports detailing quality assurance findings and recommend action plans for continuous improvement.

Requirements:

  • Degree in Business, Communications, or related field, or equivalent work experience.
  • Certification in Quality Assurance or related field is an advantage.
  • Previous experience in a customer service or call centre environment, preferably in a quality assurance role.
  • Strong understanding of quality assurance processes and customer service best practices.
  • Familiarity with CRM systems and relevant software tools.
  • Attention to detail and analytical skills to identify patterns and issues.
  • Ability to work independently and as part of a team.

Skills and Qualifications:

  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and critical thinking.
  • Ability to provide constructive feedback and coaching effectively.
  • Team player with a proactive approach to improving processes.

Compensation:

The estimated monthly salary for this position is RM 4500.00 - RM 5500.00.

Benefits:

  • Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc.
  • EPF & Socso
  • Opportunities for promotion
  • Professional development


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