Service Quality Analyst

2 weeks ago

Kuala Lumpur, Malaysia EPS Ventures Sdn Bhd Full time

**Role Summary**:
We’re looking for a detail-oriented **Quality Analyst** to support our Sales Quality Team by conducting pre
- and post-sales survey calls, ensuring high standards of customer service, and contributing to the continuous improvement of sales and service quality. This role involves making outbound calls, gathering customer feedback, performing call logging activities, and collaborating with internal teams to enhance process compliance and customer experience.

**Key Responsibilities**:

- Conduct outbound calls to customers for surveys and follow-ups.
- Ensure call quality and handling time meet department KPIs.
- Accurately document customer interactions and escalate issues using CRM.
- Collaborate with sales and service teams to identify quality gaps and process improvements.
- Participate in training, meetings, and performance reviews to maintain up-to-date knowledge of products and services.
- Provide timely and accurate feedback to internal stakeholders.

**Key Requirements**:

- At least Diploma or Degree in any field from a recognized college or university
- Preferably 1 year of working experience in a call center role in the servicing industry.
- **Fresh graduates are also encouraged to apply.**:

- Good command of spoken and written English. Ability to speak and write Mandarin is an added advantage.
- Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.
- Enthusiastic, self-motivated and able to succeed in a fast pace customer focus environment.
- Pleasant, patience and self-discipline.

**Contract Period: 12 months**

**Job Type**: Contract
Contract length: 12 months

Pay: RM2,800.00 - RM3,500.00 per month

Schedule:

- Monday to Friday

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