Call Center Quality Assurance, Senior

Zebra Technologies; George Town; On-site; MYR 150,000 - 200,000; Full time

Job summary

Zebra Technologies is seeking a Quality Assurance Manager to set and measure performance standards for their Support Center. The role requires a blend of analytical skills, effective communication, and experience in customer care processes, ensuring exceptional service while driving team performance forward.

Qualifications

• Bachelor's degree and 5-8 years of related experience, or advanced degree with equivalent experience.
• Exceptional communication, listening, and analytical skills.
• Intermediate knowledge of PC hardware/software.

Responsibilities

• Sets quality standards and monitors performance for calls/emails.
• Analyzes quality reports and identifies training needs for call center agents.
• Collaborates on quality product governance activities.

Skills

Excellent oral communication

Excellent written communication

Interpersonal communication

Listening skills

Analytical skills

Customer care techniques

Team collaboration

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Remote Work: No

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.

Let’s create tomorrow together.

Sets the quality standards and measures performance for incoming and outgoing calls/emails of Support Center agents.

Responsibilities:

• Sets the quality standards and measures performance for incoming and outgoing calls/emails of Support Center agents
• Manages quality monitoring data management system to compile and track performance at team and individual levels
• Performs call monitoring to identify agent training needs
• Manages customer and client listening programs to identify trends in customer needs and expectations
• Analyzes and prepares internal and external quality reports for management staff review
• Analyzes and provides actionable data to various internal support groups as needed
• Participates in design of call monitoring formats and quality standards
• Facilitates call calibration sessions for call center staff
• Provides improvement strategies and recommendations to call center team leaders and managers
• Works collaboratively with stakeholder to support quality product governance activities
  
  

Qualifications:

• Bachelor's degree
• 5-8 years of experience or an advanced degree and equivalent experience
• Excellent oral, written and interpersonal communication skills
• Exceptional listening and analytical skills
• Intermediate level of knowledge or expertise with PC hardware and software (Microsoft Word, PowerPoint and Excel)
• Intermediate to advance level of knowledge with internet technology
• Strong knowledge of customer care processes and techniques
• Demonstrate ability to work well in a team environment
• Dedication to providing exceptional customer service
  
  

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.