Assurance Executive Lead

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia TIME's group Full time
About Us:

TIME's group is a leading company in the industry, committed to delivering exceptional customer service.

We are seeking a talented Assurance Executive Lead to join our team, responsible for ensuring the highest level of customer satisfaction.

The ideal candidate will have a strong background in customer service or quality assurance, with experience conducting regular audits of customer interactions.

Evaluating agent performance based on predefined quality assurance criteria is also essential for this role.

The selected candidate will identify trends in customer feedback and agent performance to enhance service delivery.

Maintaining accurate records of evaluations and preparing reports for management is crucial in this position.

A key responsibility will be providing constructive feedback to customer service representatives to improve their performance.

The successful candidate will conduct coaching sessions to address performance gaps and enhance service delivery.

Required skills include proficiency in Mandarin and experience in performing quality audits, root cause analysis, calibration, and process improvement initiatives.

Familiarity with quality terms, tools, and methodologies is also necessary.

Demonstrated ability to train and develop new and existing support agents is an added advantage.

Prior experience in the logistics industry will also be considered.

The ideal candidate should have a good working knowledge of Microsoft Office applications.

This is a dynamic role that requires flexibility, including willingness to work 6 days a week and rotational shifts.

Key Responsibilities:
  • Conduct regular audits of customer interactions
  • Evaluate agent performance based on quality assurance criteria
  • Identify trends in customer feedback and agent performance
  • Maintain accurate records of evaluations and prepare reports for management
  • Provide constructive feedback to customer service representatives

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