QUALITY ASSURANCE EXECUTIVE (CALL CENTRE)

Bateriku; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading call center in Malaysia is seeking a Quality Assurance Executive to ensure the delivery of exceptional customer service. In this role, you will assist in preparing monthly reports, develop and update training materials, conduct candidate interviews, and monitor Call Centre Agents' performance. You will be responsible for maintaining operational standards and ensuring compliance with procedures. Ideal candidates should have a strong commitment to quality assurance and effective communication skills.

Responsibilities

• Assist in preparing monthly reports and ensuring timely submission.
• Prepare and update training materials according to latest information.
• Participate in the development and delivery of training programs.
• Assist in interviewing new Call Centre Agents to identify suitable candidates.
• Conduct coaching sessions for Call Centre Agents and ensure compliance with SOP.
• Distribute new information within Call Centre to align with SOP and product knowledge.
• Support teams with administrative tasks for Head of Department.
• Monitor SLA and ensure Call Centre Agents handle cases within the timeframe.
• Conduct daily call monitoring for KPI evaluation.
• Evaluate customer service quality through mystery calls.
• Monitor occupancy of Call Centre Agents to ensure compliance with rest hours.

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.