Quality Assurance Analyst

2 weeks ago

Kuala Lumpur, Malaysia Brandt International Full time

**Responsibilities**:
Summary

Monitor outbound call to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

**Job Description**:
1. Conducts daily Agent Quality Performance Evaluation per Parameter to determine the Quality Score

2. Identify the agent's strengths and areas of improvement in the call and provide recommendations for the improvements.

3. Provides the recording of the calls that were evaluated to Operations

4. Recommends action plans and checks if it was carried out

5. Creates Weekly Report that highlights the campaign's performance for the week.

6. Conducts Calibration Sessions with Operations and attends calibration sessions with clients as and when required by the Assistant Manager for QA/Training

7. To forward any quality-related concern or findings that may affect the quality performance of an individual or the team to the Operations Manager or the Assistant Manager for QA/Training

8. Assist Operations with issues that need fact-finding and investigation relating to quality.

9. Use Quality tools to prioritize areas where improvements are needed and create a Root-Cause Analysis to provide data that will explain why these areas are prioritized daily, weekly, and monthly. Cite action items aimed to lessen and eventually eliminate the negative impacts of these problem areas.

10. Prepare Quality Performance reports daily, weekly, and monthly.

11. Orientation of the Quality Guidelines

12. Undertake any other duties as and when assigned by Management

13. Work closely with the client to align audit criteria and requirements according to the client's quality guidelines.

14. Conducts monthly coaching to all agents and provides feedback actively

15. Work towards resolving complaints within TAT (SLA), complete with an Incident report.

16. QA to perform all Recovery Calls (RNC) If required.

Job Requirement:

- Preferably at least 1 year of related working experience.
- Preferably Executive specializing in Quality Assurance / Control or equivalent.
- Required spoken language(s): English, Malay.
- Able to work independently in a fast-paced environment
- Good team player, positive attitude, and eager to learn
- Fast learner and able to adapt to changes
- Ability to multi-task, prioritize and manage time effectively
- Demonstrate teamwork all the time
- Willing to work under pressure
- Open for Malaysian, full-time job with renewable 1-year contract.
- 1 position available

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