Quality Assurance Executive

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

Job summary

A technology company based in Kuala Lumpur is seeking a Quality Assurance Specialist to conduct evaluations and implement QA processes within a Call Center. The ideal candidate will have experience in Call Center performance evaluation and a detail-oriented approach. Proficiency in Mandarin or Thai is highly preferred, along with strong Excel analysis skills to prepare reports and ensure compliance with standards.

Qualifications

• Proven experience in evaluating Call Center and Customer Service performance.
• Previous experience in Quality Assurance is preferred.
• Detail-oriented with strong communication skills.

Responsibilities

• Conduct evaluations of Call Center interactions for quality assurance.
• Implement and maintain Quality Assurance processes and protocols.
• Prepare reports on findings and metrics.

Skills

Customer Service Evaluation

Quality Assurance Processes

Excel Analysis

Effective Communication

Attention to Detail

Mandarin or Thai Proficiency

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.