Quality Assurance Executive

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

Job summary

A quality control company in Kuala Lumpur seeks a candidate familiar with VLOOKUP, pivot tables, and strong analytical skills. The role involves monitoring calls, generating quality reports, and providing feedback to enhance performance. Additionally, responsibilities include coordinating calibration sessions and using data management systems effectively. This position is pivotal in ensuring high service standards and identifying customer needs.

Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback.
• Participates in the design of call/email monitoring formats and quality standards.
• Uses a quality monitoring data management system to track performance.

Skills

Familiar with VLOOKUP

Proficient in using pivot tables

Strong analytical skills

Job description

Familiar with VLOOKUP, pivot table and formula

Tasks & responsibilities

Performs call monitoring and provides trend data, quality reports, and feedback to the Head of QC.

Reviews and provides trend data, quality reports, and feedback to the Head of QC.

Participates in design of call / email monitoring formats and quality standards.

Uses a quality monitoring data management system to compile and track performance at team and individual level.

Participates in listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions for agents.