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Customer Service Analyst

2 weeks ago

George Town, Malaysia Gratitude Inc. Full time

**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