QUALITY ASSURANCE EXECUTIVE (CALL CENTRE)

BATERIKU (M) SDN. BHD.; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading call center company in Malaysia is seeking a Quality Assurance Executive to oversee training, evaluations, and compliance with operational standards. The ideal candidate will assist in report preparation, participate in recruitment, and ensure that service level agreements are met. Strong experience in quality assurance processes and coaching is essential.

Qualifications

• Experience in quality assurance within a call center environment.
• Ability to coach and evaluate staff performance effectively.
• Strong organizational and communication skills.

Responsibilities

• Assist in preparing monthly reports and training materials.
• Participate in candidate interviews for new Call Centre Agents.
• Monitor service level agreements and evaluate call quality.

Skills

Quality assurance process

Call center operations

Coaching and training

SOP compliance

Job description

QUALITY ASSURANCE EXECUTIVE (CALL CENTRE)

• To assist head unit to prepare the monthly report and to ensure it been submitted to head of department by 3rd every month.
• To assist head unit to prepare the training material or module and ensure that it’s always updated according to the current and latest information.
• As needed to participate in the development and delivery of training and programs for quality and operational needs and this includes soft skills, products, systems, and processes.
• To participate in an interview session for new Call Centre Agent to identify suitable candidates for vacancy in Customer Happiness Department.
• To conduct one-to-one or follow-up coaching between QA and Call Centre Agent / Job Controller and to identify any weakness that occurred and ensure staff comply with SOP and the requirements of the company.
• To be responsible for distributing new information within Call Centre Agent / Job Controller and ensure they align with the SOP and product knowledge were brief.
• To support teams in clerical duties that involve assisting the Head of Department (HOD) and other team members with administrative tasks.
• To monitor SLA (meet target <30 minutes) as standard operation set by clients and ensure all Call Centre Agent / Job Controller handle cases within the timeframe.
• To do daily call monitoring and pick one best sample of call monitoring as a score for monthly KPI.
• To evaluate the quality of customer service call Call Centre Agent / Job Controller by conduct mystery call and ensure they follow the management’s requirements while attending customer.
• To monitor the occupancy (readiness) of Call Centre Agent / Job Controller and ensure Call Centre Agent / Job Controller does not exceed > 2 hours their daily rest hours allowed by the company.