Quality Analyst - 4 HC [VN]

Concentrix; Cyberjaya; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Quality Analyst to enhance customer service standards through meticulous monitoring and evaluation of calls and other contact methods. This full-time role involves collaborating with various stakeholders to ensure adherence to quality benchmarks while gaining insights to improve overall program performance. The ideal candidate will possess strong analytical skills and a commitment to maintaining high-quality service standards. Join this dynamic team and contribute to the continuous improvement of customer interactions in a supportive environment.

Qualifications

• Experience in monitoring and evaluating customer interactions.
• Strong analytical skills to assess quality standards.

Responsibilities

• Monitor and evaluate inbound/outbound calls and other contact methods.
• Report results to Quality Leadership and Operations.
• Participate in calibration sessions to ensure scoring consistency.

Skills

Call Monitoring

Quality Evaluation

Data Reporting

Client Interaction

Education

High School Diploma

Bachelor's Degree

Job description

Job Title:

Quality Analyst - 4 HC [VN]

Job Description

The Quality Evaluator is a temporary assignment or training role (aligned with the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to established quality standards. This position helps assess quality standards and provides insights to improve program performance.

1. As a temporary or training assignment, aligned with the respective Agent CL11 of the account, monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods including chat and email.
2. Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated) and report results to relevant stakeholders (Quality Leadership, Operations, Client, Account Management, Resource Unit).
3. Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
4. Maintain a strong program knowledge base; develop a basic understanding of client products, services, and program strategies.
5. Participate in quality task forces with business stakeholders; complete phone time to stay current on programs (if applicable).
6. Contribute to maintaining forms and legends documents.
7. Support management in reviewing key drivers, metrics, operational processes (including Training), and their impact on Balanced Scorecards and profitability goals.

Location:

MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40

Language Requirements:

Not specified

Time Type:

Full-time

Application deadline: 2025-01-11

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Job ID: R1567253