Customer Experience Quality Assurance Specialist

3 days ago


Subang Jaya, Selangor, Malaysia Daythree Business Services Sdn Bhd Full time
Job Overview

This role is for a Customer Experience Quality Assurance Specialist to monitor, analyze data, improve customer service quality, and drive workflow efficiencies. The ideal candidate will be proficient in both Chinese Mandarin and English.

Key Responsibilities
  • Regularly monitor performance and compliance to company standards and policies by agents.
  • Facilitate the definition of in-house quality procedures, standards, and specifications and provide performance coaching sessions to enhance customer service quality.
  • Evaluate customer requirements and ensure they are met.
  • Prepare regular management reports and technical suggestions for improvement based on analysis of data.
  • Identify opportunities for QA workflow improvements, work efficiency, work quality, and innovation, and act as a catalyst for change.
  • Monitor and analyze CSAT and NPS data, familiar with any scorecards.
  • Support the analysis of contact reasons by customers.
  • Perform other related duties as assigned.
Requirements
  • Bachelor's degree qualification or above.
  • Minimum 1 year of working experience in Service Quality or call center.
  • Proficient in both Chinese Mandarin and English (verbal and written).
  • Proficient in Microsoft Office and Google Suite applications.
  • Able to work shifts, including weekends and public holidays.
  • Excellent in data analysis, presentation, and dealing with complexity.
  • Able to understand and execute complex written and verbal instructions.
  • Able to deliver excellent customer service internally and externally.
  • Flexibility, proactivity, and perseverance.


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