Customer Service Representative

SRKay Consulting Group; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

SRKay Consulting Group in Kuala Lumpur, Malaysia is seeking a Customer Quality Assurance Officer with 1+ year experience to ensure all customer interactions comply with company policies and regulatory standards.

The role involves monitoring voice and non-voice channels, providing feedback, and collaborating with onshore training teams to raise quality. It also supports onboarding new agents with quality training to uphold service standards.

Qualifications

• 1+ year of experience in quality assurance or customer service in BFSI sector.

Responsibilities

• Monitor voice and non-voice interactions (telemarketing, customer service calls, emails, live chats) to ensure compliance with company policies and regulations.
• Evaluate performance using established metrics and identify areas for improvement.
• Provide constructive feedback to agents based on evaluation results.
• Prepare and present regular reports on quality metrics, trends, and performance to management.
• Collaborate with training teams to develop and deliver quality-focused training programs.
• Assist in onboarding new representatives with customer service and quality standards training.

Job description

We are hiring for Customer Quality Assurance Officer for our BFSI client based at KL, Malaysia!

Role: Customer Quality Assurance Officer

Experience: 1+ Years

Responsibilities

Monitoring and Evaluation

• Monitor voice & non-voice services (Telemarketing and Customer Service calls/email/livechats) to ensure all interactions adhere to company policies and industry regulations
• Utilize established metrics and criteria to evaluate performance and identify areas for improvement
• Adhering to internal policies, procedures, and regulatory requirements

Feedback and Reporting

• Provide constructive feedback to telemarketing and customer service representatives based on evaluation results
• Prepare and present regular reports on quality metrics, trends, and performance to management.

Training and Development

• Collaborate with onshore training teams to develop and deliver training programs focused on quality improvement
• Assist in onboarding new customer service representatives by providing customer services and quality standards training