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Customer Service Analyst
2 weeks ago
**Role**:Customer Service Analyst
**Timings**:Rotational Shifts (Permanent)
**Industry**:BPO
**Work Mode**:Work from office
**Functional Area**:ITES / BPO / Customer Service
**Process**:Voice
Key Skills: Quality assurance Mandarin english Must be fluent in speaking both Mandarin and English mandarin + english speaker
- Quality Assurance Supervisor
a. Language: Mandarin and English
b. Specialization: Customer Service background
c. Target Onboarding Date: ASAP
d. Location: Georgetown, Penang
e. Type: Full-time
f. Shift: possible 24/7
**Requirements**:
- Degree in any discipline- 3 years customer service experience with minimum 2 years training experience
- Minimum 1 year of Quality Analyst experience.
- Fast learner who requires mínimal supervision.
- Minimum bi-lingual proficiency, tri-lingual and above is preferred.
- Experience in preparing and presenting written project status reports and executive briefings.
- Phenomenal communication, presentation, and public speaking skills
- Organizational and time management abilities
- Critical thinking, analytical and decision making abilities.
- People management
- Responsibilities.- Construct searches and reports designed for automated analysis and topic identification in recorded
conversations from a contact centre environment.- Make recommendations and define strategies that solve critical business problems, through both
established industry best practices and creative innovations.- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified
project objectives.- Package, deliver, and at times present key findings and briefings.
- Conduct random evaluations to identify areas of improvement as necessary.
- Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
- Identify training needs by working with operations team and QA.
- Possibly lead business reviews from a Quality perspective
