Quality Assurance Executive

3 days ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Smarttrend Sdn Bhd Full time

Role Summary:
Key responsibilities:

- Conduct evaluation of Call Center and Customer Service interactions to ensure adherence to quality standards.
- Implement and maintain Quality Assurance processes and protocols.
- Evaluate the performance of Call Center and Customer Service representatives based on established criteria.
- Provide contractive feedback to enhance performance.
- Utilize basic Excel Analysis skills to review and analyze performance data.
- Prepare reports on Quality Assurance findings and performance metrics.
- Communicate effectively with different stakeholders, including Call Center representatives and management.
- Provide training and support to improve performance.
- Identify areas for improvement in Call Center and Customer Service processes.
- Collaborate with relevant teams to implement process enhancements.
- Maintain accurate record of Quality Assurance evaluations and performance data.
- Ensure compliance with documentation standards.

**Requirements**:

- Proven experience dealing with Call Center and Customer Service Performance Evaluation.
- Previous experience in Quality Assurance in highly preferred.
- Proficiency in basic Excel analysis for data review and reporting.
- Ability to communicate with stakeholders.
- Proficiency in Mandarin and Thai languages is highly preferred.
- Detailed-oriented approach to ensure accuracy in evaluations and documentations.
- Mandarin & Thai languages (customers are mainly speaking in Mandarin, English, and Thai). English is compulsory. Mandarin and Thai will be highly preferred.

**Benefits**:

- Competitive basic salary + 13 months salary
- Housing loan/rental & transportation subsidies (RM500+RM250)
- Attractive half-year performance bonus
- Comprehensive health, dental and vision insurance
- Opportunities for professional personal development in the rapidly evolving industry

*Working Location: Sunway Velo

**Salary**: RM3,000.00 - RM4,500.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Vision insurance

Schedule:

- Monday to Friday

**Experience**:

- Call Center and Customer Service: 1 year (preferred)
- Quality Assurance: 1 year (preferred)

**Language**:

- Mandarin (preferred)

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