Quality Assurance Executive

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

Job summary

An established industry player is seeking a dedicated Quality Assurance Specialist to enhance Call Center and Customer Service performance. In this role, you will conduct evaluations, implement quality assurance processes, and provide constructive feedback to representatives. You'll utilize your analytical skills to review performance data and prepare insightful reports. This position offers an exciting opportunity to collaborate with various stakeholders and contribute to continuous improvement initiatives. If you're detail-oriented and passionate about driving excellence in customer service, this role is perfect for you.

Qualifications

• Proven experience in Call Center and Customer Service Performance Evaluation.
• Previous experience in Quality Assurance is highly preferred.

Responsibilities

• Conduct evaluations of Call Center interactions to ensure quality standards.
• Prepare reports on Quality Assurance findings and performance metrics.

Skills

Call Center Performance Evaluation

Quality Assurance

Excel Analysis

Effective Communication

Detail-oriented

Mandarin Language

Thai Language

Job description

Job Description

1. Conduct evaluations of Call Center and Customer Service interactions to ensure adherence to quality standards.
2. Implement and maintain Quality Assurance processes and protocols.
3. Evaluate the performance of Call Center and Customer Service representatives based on established criteria.
4. Provide constructive feedback to enhance performance.
5. Utilize basic Excel analysis skills to review and analyze performance data.
6. Prepare reports on Quality Assurance findings and performance metrics.
7. Communicate effectively with different stakeholders, including Call Center representatives and management.
8. Provide training and support to improve performance.
9. Identify areas for improvement in Call Center and Customer Service processes.
10. Collaborate with relevant teams to implement process enhancements.
11. Maintain accurate records of Quality Assurance evaluations and performance data.
12. Ensure compliance with documentation standards.

Job Requirements

1. Proven experience dealing with Call Center and Customer Service Performance Evaluation.
2. Previous experience in Quality Assurance is highly preferred.
3. Proficiency in basic Excel analysis for data review and reporting.
4. Ability to communicate effectively with stakeholders.
5. Proficiency in Mandarin or Thai languages is highly preferred.
6. Detail-oriented approach to ensure accuracy in evaluations and documentation.