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Executive, Quality Assurance Customer Service

3 weeks ago

Kelana Jaya, Malaysia Carsome Sdn Bhd Full time

**About You**

You will be reporting directly to the Team Leader, Quality Assurance, and will be driving the call quality improvement in the Customer Service department.

**Your Day to Day**
- Maintain and develop internal support and call centre quality standards.
- Assess support interactions based on internal standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with Team Leads in regular meetings.
- Analyze all customer service metrics (e.g., QA scorecard, CSAT,NPS) and how the support team’s performance affects those KPIs.
- Create strategies to improve support KPIs.
- Help agents improve their performance with specific instructions and constant support.
- Map the need for training and onboarding programs and initiate these projects.
- Monitor customer service performance on the agent and team level.
- Create reports that reflect support performance.
- Report support team’s performance to higher-ups.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Contribute to the team culture in a positive manner.

**Your Know How**
- Experience in the customer service space.
- Proven track record of analytical skills.
- Hands-on experience in quality assurance.
- Great interpersonal skills and ability to communicate (negative) feedback.
- Good organizational skills, knowledgeable in goal setting practices.
- Good communication and writing skills.
- Examples of data visualization abilities and understanding of support metrics.
- Perception of basic business metrics and how support impacts those.
- Problem-solving capabilities to create meaningful strategies to improve support quality.

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

**Salary**: RM3,000.00 - RM4,300.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Professional development

Schedule:

- Monday to Friday

**Experience**:

- Quality assurance: 1 year (required)