Quality Assurance Specialist

MyValiant; Kuala Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial service provider in Kuala Selangor is seeking a Quality Assurance professional to enhance customer support and service delivery. This role involves monitoring customer interactions, developing quality assurance processes, and providing feedback for improvement. Ideal candidates will have 3-5 years of experience in quality assurance within customer service and possess strong analytical and communication skills. The position requires a keen eye for detail and a passion for delivering excellent customer experiences.

Qualifications

• 3-5 years of experience in a quality assurance role in a contact center or customer service.
• Proficient in Microsoft products and quality assurance methodologies.
• Strong ability to provide constructive feedback and coaching.

Responsibilities

• Monitor and evaluate customer service interactions to ensure adherence to standards.
• Develop and implement assurance processes to enhance service delivery.
• Conduct audits and provide feedback for continuous improvement.

Skills

Attention to detail

Analytical skills

Excellent communication

Interpersonal skills

Organizational skills

Time management

Education

Bachelor’s degree in a related field

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Google Suite

Quality assurance software

Job description

Reporting into the Head of Contact Services/Customer Support, the Quality Assurance is responsible to evaluate interactions handled by the customer support and credit collections teams that meet or exceed quality and customer expectations. The ideal candidate will possess a keen eye for detail, exceptional analytical skills, and a passion for delivering excellent customer experiences.

Responsibilities

• Monitor and evaluate customer service interactions not limited to phone calls, emails, and chats, to ensure adherence to company standards and policies.
• Develop and implement quality assurance processes and procedures to enhance customer service delivery.
• Conduct regular audits of customer interactions and provide feedback to agents and supervisors for continuous improvement.
• Identify trends and areas for improvement based on quality assurance findings and recommend corrective actions as necessary.
• Collaborate with training and development teams to design and deliver training programs aimed at improving customer service quality.
• Analyze customer feedback and complaints to identify recurring issues and implement strategies to address them effectively.
• Stay updated on industry best practices and emerging trends in customer service quality assurance.
• Generate reports and metrics to track key performance indicators related to customer service quality and effectiveness.
• Act as a subject matter expert on quality assurance processes and provide guidance and support to contact center agents and supervisors.
• Foster a culture of accountability and excellence in customer service delivery across the contact center team.

Must Haves

• 3-5 years’ proven experience in a quality assurance role in a Contact Centre/Customer Service in financial institutions, payments, cards, banks, e-wallets, acquirers.
• Bachelor’s degree in a related field.
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite.
• Strong knowledge of quality assurance methodologies, tools, and best practices.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching.
• Proficiency in using quality assurance software and tools to evaluate and analyze customer interactions.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.