Customer Experience Improvement Specialist

6 days ago


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

We are seeking a highly skilled Customer Service QA Analyst to join our team at Daythree Business Services Sdn Bhd.

Key Responsibilities
  • Monitoring and Compliance: Regularly monitor agent performance and ensure compliance to company standards and policies.
  • Quality Improvement: Define in-house quality procedures, standards, and specifications, and conduct performance coaching sessions.
  • Customer Focus: Assess customer requirements and ensure they are met.
  • Data-Driven Decisions: Analyze data to prepare regular management and technical reports, providing suggestions for improvement.
  • Process Improvement: Identify opportunities for improvement of QA workflow, work efficiency, work quality, and work innovation.
  • Scorecard Management: Monitor and analyze CSAT and NPS data.


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