Quality Assurance/analyst

5 days ago


Kuala Lumpur, Malaysia Abhidi Solution Full time

**Chinese/Mandarin language proficiency is mandatory**
Roles and Responsibilities:

- Daily Audits followed by coaching and feedback
- Daily Analysis followed by coaching and feedback
- Publishing dashboard and trend of audit/analysis-weekly/monthly
- Tracking progress of agents
- Developing briefings basis common findings from audits/analysis fortnightly
- To perform root cause analysis and recommend changes/ enhancement for continuous improvement.
- To assist in training for new joiners and existing agents as well as any overall quality initiatives
- Coming up with Process Level Improvement along with taking those to closure
- Weekly/Monthly Technical Audit and CSAT review calls
- Strong process knowledge of Service Desk or Customer service
- Minimum 2 years of experience as Quality Analyst
Competencies:

- Process Knowledge
- Communication skills
- MS Office knowledge
- Presentation skills
- Interpersonal Skills
- Excel Knowledge

**Job Types**: Full-time, Permanent

**Salary**: Up to RM8,000.00 per month

**Benefits**:

- Dental insurance
- Flexible schedule
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Vision insurance
Schedule:

- Day shift
- Monday to Friday
Supplemental Pay:

- Performance bonus
- Yearly bonus



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