Quality Assurance - English - Penang

Teleperformance; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a professional to ensure decision accuracy and train auditors on new content policies. The ideal candidate has a diploma or degree and a year of relevant customer service experience, along with fluency in English. Proficiency in MS Office and contact center knowledge are preferred. This role offers the opportunity to mentor and develop processes in a dynamic environment.

Qualifications

• 1 year’s customer service experience or any relevant experience.
• Language proficiency in English is mandatory.
• Contact Centre knowledge and/or experience is strongly preferred.

Responsibilities

• Partner with social media teams to audit decisions for accuracy.
• Work with Quality Leaders to report on issues impacting decision accuracy.
• Provide training on new Content Policies to auditors.
• Manage investigations of escalations of inaccurate decisions.
• Mentor auditors on the use of audit tools and systems.

Skills

Customer service experience

Critical thinking

Organizational skills

Analytical skills

Education

Diploma/Degree

Tools

MS Office

Job description

Qualifications

Minimum Education Requirement:

• Diploma/Degree and above

Minimum Relevant Work Experience:

• 1 year’s customer service experience or any relevant experience

Language Required:

• Language proficiency in English is mandatory

Good-to-have Qualifications/ Experience

• Contact Centre knowledge and/or experience is strongly preferred.
• Proficient in MS Office (Advanced skills in Excel and PowerPoint).
• Organizational and time management abilities
• Critical thinking, analytical and decision-making abilities

Responsibilities

Responsibilities:

• Partner with social media internal teams to ensure that decisions made by Outsourced Partners Reps are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
• Work closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical
• As new Content Policies are developed and prototyped, provide details to local teams around the impact of the policy change on the team’s current work and surface gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Deliver just-in-time training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
• Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
• Mentor auditors on the use of audit tools and systems
• Develops process documentation and aggregates feedback about the functionality of audit tools