Executive, Quality Monitoring

2 weeks ago

Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:
Assistant Manager, Key Account Management

**Role Purpose**:

- To assist with case investigation, analysis and data management in order to deliver accuracy and timely response on MEDA request/escalated cases and issues.
- SMEs for Call Centre in related fields, to enhanced Call Centre service delivery and resolve root cause issues to minimize repeat breakages.

**Key Accountability**:

- Monitoring and evaluating customer interaction. Responsible to listen to call, and to validate call finding by contact center partner. This may involve defining quality metrics, conducting, quality audits, providing feedback to agents and identifying areas of improvement
- 2nd level functional support for the contact center, and coordinating/escalating with BU in exceptional cases
- Reporting and analysis: Responsible for preparing and presenting reports on contact center performance, including key metrics, trends, and improvement recommendations. This may involve data analysis and using tools or software to generate reports.
- Ability to support, coach and train any vendor on the job (on site or remote). Including, but not limited to handling of customer calls following the agreed score card
- Handle escalation calls/cases end-to-end as and when applicable, including, but not limited to customer complains that includes investigation and/or listening to call recordings when/if applicable)
- Fare and Ticketing knowledge, including in depth knowledge on fare calculation, fare types including all product and functional necessary to answer any customer
- Process Improvement: proactively identify areas for process improvement within contact center and make recommendation to enhance efficiency, productivity and customer experience
- Communication and collaboration: Work closely with internal and external stakeholders to ensure smooth operations, address challenges, and implement process improvements.

**Qualifications & Working Experience**:
Bachelor's degree in a relevant field (Mass Comm/ Business Administration /Finance)

**Skills & Knowledge**:

- Previous experience in contact center operations specialized in airlines/ travel agent is preferred.
- Strong analytical skills with the ability to interpret and analyze large volumes of data.
- Excellent communication and interpersonal skills to effectively collaborate with internal stakeholders and contact center partner(s)
- Solid understanding of contact center industry metrics and performance standards.
- Proficient in using contact center software and customer relationship management (CRM) systems.
- Detail-oriented with strong organizational and time management skills.

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