Quality Control

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

Elite Transform Team – Kampong Tampoi, Johor

As a Quality Manager at ELITE TRANSFORM CONSULTING PLT', you will play a crucial role in ensuring the delivery of exceptional customer service within our busy call centre operation. This full-time position is based in Tampoi Johor and focuses on maintaining and continuously improving the quality of our customer interactions.

What you'll be doing

• Conducting regular quality assurance audits and assessments to identify areas for improvement
• Providing constructive feedback and coaching to call centre agents to enhance their skills and performance
• Developing and implementing quality assurance processes, metrics and reporting to track and measure performance
• Collaborating with the management team to identify and address any systemic issues impacting customer service quality
• Analysing customer feedback and data to recommend and implement quality enhancement initiatives
• Providing training and support to call centre agents to uphold quality standards
• Continuously monitoring industry best practices and trends to identify opportunities for improvement

What we're looking for

• Significant experience in a quality assurance or call centre management role, preferably within the customer service industry
• Strong analytical and problem-solving skills to identify and address quality issues
• Excellent communication and interpersonal skills to provide effective coaching and feedback
• Ability to work collaboratively with cross-functional teams to drive quality improvements
• Proficiency in data analysis and reporting to track and measure performance
• Knowledge of quality assurance frameworks and best practices in the customer service industry

What we offer

At ELITE TRANSFORM CONSULTING PLT', we are committed to creating an environment where our employees can thrive. We offer competitive remuneration, opportunities for professional development, and a range of health and wellbeing initiatives to support our team. If you're passionate about delivering exceptional customer service and driving continuous improvement, we'd love to hear from you.

Apply now to join our dynamic and supportive team!