Process Executive - Maps (Non Voice - Mandarin Speaker)

Cognizant; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global technology company in Kuala Lumpur is seeking an Associate responsible for reviewing attributes for outbound calls. Candidates should possess excellent communication skills in English and Chinese, with a strong ability to analyze and resolve issues. This role requires attention to detail and adherence to strict quality metrics, ensuring compliance with both client and company policies.

Qualifications

• Fluency in English and Chinese is required; Cantonese is preferable.
• Proven track record of exceptional performance.
• Ability to handle multiple tasks and work independently.

Responsibilities

• Verify and review information as per policy and guidelines.
• Analyze data and resolve user reports.
• Work collaboratively with Team Leads and adhere to quality metrics.

Skills

Excellent written, reading & spoken communications skills in English

Comfortable working overtime

Strong keyboard and analytical skills

Customer service orientation

Job description

Overview

Associate is responsible for working as Operator for Basic Review. Associates will make an outbound call and review all the attributes provided following the client Policy accordingly. Associates expected to ensure 100% compliance like have quality below 2%, 100% Productivity, and no escalations issue. Associates need to display a high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics.

Summary

The project involves reviewing attributes for features in the Largest Technology giant Maps. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet quality, Productivity, and 0 escalation.

Core Competencies

• Excellent written, reading & spoken communications skills in English &/ Required Language (Chinese is a must) and additional Cantonese will be preferable and understanding of local culture.
• The ability to handle multiple tasks simultaneously and competing priorities effectively under pressure and short timelines.
• Great interpersonal.
• Excellent attendance record.
• Excellent timekeeping.
• Possess the ability to work in a team environment as well as independently.
• Sense of ownership and pride in your performance and its impact on the team.
• Experience in data analysis and reports (not mandatory).
• Have extensive exposure to customer service (not mandatory).
• Set a healthy environment in the team and positive mind frame in the individual.
• Ability to work in a fast-paced, constantly evolving environment.
• Proven track record of exceptional performance and high productivity.
• Quick learning and understanding complex processes.

Roles & Responsibilities

• Listing Review (Verify and review information as per policy and guidelines).
• Analyze the data, reviews, moderated and fixes relevant data, Resolves user reports and queries.
• Basic Listing Review.
• Listing verification. Identify spam trends and escalate to relevant teams.
• Adhere to process quality metrics and strive to exceed the monthly/annual quality & productivity targets.
• Gather information via outbound calls to businesses.
• Work collaboratively with the Team Leads

Other requirements

• Candidate should be comfortable to work in normal working hours and work overtime.
• Ability to work with a high degree of accuracy (great attention to detail / content review).
• Ability to work in a fast-paced environment with minimal supervision.
• Customer service orientation and ability to work in a team.
• Strong keyboard and analytical skills.
• Ability to perform in adverse situations