Specialist - Quality Assurance (Mandarin & Cantonese Language Support)

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Scicom MSC Berhad Full time 4,500 - 6,500

As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.



The Responsibilities of the Role:

  • Developing, maintaining, training and coaching the agents to enhance overall customer support.
  • Process review for improving the call flow efficiency and quality of call center agents (voice and e-services).
  • Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
  • Suggest or provide process opportunities and enhancements based on collected pain point data trends.
  • Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors.
  • Provide investigation, root cause analysis and case chronology when needed.
  • Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
  • Provide feedback to the TSM/CC manager for any opportunities on improvement.
  • Prepare and be part of R&R programs, arrangements and promotions.


The Requirements of the Role:

  • Degree, Diploma or an equivalent professional qualification.
  • A high degree of integrity and professionalism with leadership traits.
  • Minimum 12 months in the current position with excellent disciplinary and performance track record.
  • Dynamic, highly motivated and result oriented team player with good interpersonal skills.
  • Ability to work in a challenging environment with good initiative and able to work independently.
  • L2.0 Technical expertise is an advantage.
  • Excellent command of spoken, written in English, Mandarin and Cantonese.


The Package: 

  • Attractive Salary (RM4,500 – RM6,500).
  • Performance related bonus for confirmed staff.
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization coverage.
  • Working Location: Kuala Lumpur.

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