Quality Assurance Lead – Call Center Excellence

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

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.