Quality Assurance Executive: Multichannel Call Center

Telecontinent Sdn Bhd; Kuala Lumpur; Presencial; MYR 42.000 - 50.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

KPI Allowance

Descripción de la vacante

Telecontinent Sdn Bhd oversees quality management for its call centre and customer service teams in Malaysia. The role evaluates customer interactions across voice, email, live chat and digital channels, ensuring accuracy and adherence to SOPs.

You will drive improvements with calibration sessions, root-cause analysis, and timely reporting. The ideal candidate has 2+ years in customer service QA, strong analytical skills, and proficiency in Excel and CRM systems.

Formación

• Minimum 2 years of experience in customer service or contact centre operations, preferably in QA or auditing.
• Understanding of quality monitoring, evaluation scorecards, calibration, and performance standards.
• Strong analytical, reporting, and problem-solving skills.
• Excellent written and spoken English, Cantonese and Mandarin
• Proficient in Microsoft Excel, CRM systems, and quality monitoring tools.
• Detail-oriented, objective, and able to provide constructive feedback.

Responsabilidades

• Evaluate customer interactions across voice, email, live chat, and digital channels.
• Review customer service transactions and back-office processes for accuracy and compliance.
• Conduct quality monitoring, calibration sessions, and performance assessments.
• Identify recurring errors, service gaps, and compliance risks.
• Provide quality feedback and improvement recommendations to Operations and Team Leaders.
• Collaborate with Training and Operations teams on coaching and corrective action plans.
• Conduct root-cause analysis and support continuous quality improvement initiatives.
• Prepare daily, weekly, and monthly quality performance reports.
• Maintain accurate quality records, audit documentation, and supporting evidence.
• Ensure compliance with SOPs, data protection requirements, and information security standards.

Conocimientos

Quality assurance

Auditing

Analytical skills

MS Excel

CRM systems

Quality monitoring tools

Customer service

Herramientas

Microsoft Excel

CRM systems

Quality monitoring tools

Descripción del empleo

Telecontinent Sdn Bhd oversees quality management for its call centre and customer service teams in Malaysia. The role evaluates customer interactions across voice, email, live chat and digital channels, ensuring accuracy and adherence to SOPs.

You will drive improvements with calibration sessions, root-cause analysis, and timely reporting. The ideal candidate has 2+ years in customer service QA, strong analytical skills, and proficiency in Excel and CRM systems.