Quality Assurance Lead – Call Center Excellence

Elite Transform Team; Johor Bahru; On-site; MYR 75,000 - 95,000; Full time

Job summary

A consultancy firm based in Johor is seeking a Quality Manager to ensure exceptional customer service within a busy call centre. The role includes conducting quality assurance audits, providing coaching to agents, and implementing improvement initiatives. Ideal candidates will have significant experience in quality assurance, strong analytical skills, and the ability to collaborate effectively with teams. We offer competitive remuneration and professional development opportunities.

Benefits

Competitive remuneration

Professional development opportunities

Health and wellbeing initiatives

Qualifications

• Significant experience in quality assurance or call centre management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with teams.
• Proficiency in data analysis and reporting.
• Knowledge of quality assurance frameworks.

Responsibilities

• Conducting quality assurance audits and assessments.
• Providing feedback and coaching to agents.
• Implementing quality assurance processes and metrics.
• Collaborating with management to resolve quality issues.
• Analysing customer feedback to enhance service.
• Providing training to maintain quality standards.
• Monitoring industry best practices for improvements.

Skills

Quality assurance experience

Analytical skills

Coaching skills

Communication skills

Collaboration with cross-functional teams

Proficiency in data analysis

Knowledge of quality assurance frameworks

Job description

A consultancy firm based in Johor is seeking a Quality Manager to ensure exceptional customer service within a busy call centre. The role includes conducting quality assurance audits, providing coaching to agents, and implementing improvement initiatives. Ideal candidates will have significant experience in quality assurance, strong analytical skills, and the ability to collaborate effectively with teams. We offer competitive remuneration and professional development opportunities.