Quality Assurance Executive

WediaLab; Kuala Lumpur; On-site; MYR 55,000 - 75,000; Full time

Job summary

A leading quality assurance firm in Kuala Lumpur is seeking a professional to conduct evaluations of Call Center interactions and implement Quality Assurance protocols. The role requires experience in Customer Service performance evaluation and proficiency in basic Excel analysis. Knowledge of Mandarin or Thai is highly preferred. The ideal candidate will communicate effectively with stakeholders and provide training to improve performance.

Qualifications

• Experience with Call Center and Customer Service Performance Evaluation.
• Previous work in Quality Assurance.
• Proficiency in Mandarin or Thai languages is highly preferred.

Responsibilities

• Conduct evaluations of Call Center and Customer Service interactions.
• Implement and maintain Quality Assurance processes.
• Provide training and support to improve performance.

Skills

Quality Assurance

Call Center Performance Evaluation

Basic Excel Analysis

Effective Communication

Detail-oriented

Job description

Job Description

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

Job Requirements

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