Quality Assurance (Analyst)

Commerce Access Sdn. Bhd. (Casb); Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO provider in Kuala Lumpur is seeking a quality assurance specialist to monitor calls and chats, coach team members, and manage service quality metrics. The ideal candidate will have a passion for helping others improve and ensure an excellent customer experience. This role offers benefits including paid time off, retirement savings plans, and opportunities for professional development.

Benefits

Paid Time Off

Retirement Savings Plan

Professional Development Opportunities

Flexible Work Arrangements

Qualifications

• Experience in quality assurance or customer service.
• Strong communication and coaching skills.
• Ability to analyze data and provide feedback.

Responsibilities

• Monitor call quality and live chat interactions.
• Coach team members on performance improvement.
• Manage customer satisfaction metrics and validation.

Job description

This job is about making sure calls and chats are top-notch. You'll listen in, coach team members, and help improve service quality. You might like this job because you enjoy helping others get better and ensuring customers have a great experience!

Call quality monitoring Inbound, Outbound and Live Chat channel. Coaching for improvement call quality & other quality improvement processes. Manage CSI with low rating performance validation. Any other relevant task that is deemed required to ensure the best quality of service.

Job Requirements

Company Benefits

Paid Time Off

Enjoy vacation days, personal leave, and holidays to relax and recharge without losing income.

Retirement Savings Plan

Secure your future with employer-matched contributions to your retirement fund.

Professional Development Opportunities

Access to training programs, workshops, and courses to enhance your skills and advance your career.

Flexible Work Arrangements

Options for remote work, flexible hours, or compressed workweeks to support work-life balance.

At Commerce Access, we’re dedicated to elevating our clients to success by building strong brands and maintaining a competitive edge. Our passionate team, backed by experienced professionals, efficient processes, and cutting-edge technology, drives growth across diverse industries and fosters enduring client-customer relationships. As a premier Business Process Outsourcing (BPO) provider based in Petaling Jaya,...