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Quality Assurance Executive
3 weeks ago
Perform monthly live chat and historical chat monitoring, evaluate, and generate chat rating report to the Customer Service Manager and Senior Operation Manager.
- Conduct training session to cater improvement on chat quality.
- Assist Customer Service Manager in design of chat monitoring formats and quality standards, coordinate to discuss individual staff performance.
- Track, follow up and perform calibration in chat quality on recommended action.
- Create and improve quality assurance guidelines and SOP.
- Conduct one to one or one to all coaching with the customer service representative for quality improvement.
- Monitor all company’s platforms for any misconduct message and information such as live-chat, Whats-app, We-chat etc
- Monthly customers feedback and complaints reporting.
- Perform CSAT survey and Mystery shopping on behalf of client and prepare report for Top Management.
- Manage and execute that have be assign by Team Leader.
**; Requirements**:
- Minimum 2 years’ experience in same or relevant field.
- Required Language (s): English, Mandarin and Bahasa Malaysia (written and spoken).
- Required Skill(s): Microsoft Office, Google Drive, Report writing.
- Excellent interpersonal, communication and presentation skills.
