Quality Assurance Executive

WAWASAN COJAYA SDN. BHD.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A well-known company in the service sector in Malaysia is looking for a Quality Assurance Analyst to monitor calls and provide quality reports. Responsibilities include analyzing performance, participating in calibration sessions, and improving service standards. Candidates should have relevant experience and proficiency in both Bahasa Malaysia and English.

Qualifications

• Experience in Quality Assurance roles, ideally as a Quality Assurance Executive.
• Familiarity with data management systems.
• Ability to analyze trends and provide actionable feedback.

Responsibilities

• Perform call monitoring and provide trend data and quality reports.
• Participate in the design of monitoring formats and quality standards.
• Coordinate and facilitate call calibration sessions.

Skills

VLOOKUP

Pivot table usage

Data analysis

Quality monitoring

Bahasa Malaysia proficiency

English language 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.

Perform other duties as assigned

Unlock job insights

Your application will include the following questions:

• How many years' experience do you have as a Quality Assurance Executive?
• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How would you rate your Bahasa Malaysia language skills?
• How would you rate your English language skills?

Quality Assurance Analyst – Customer Service & Operations

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