Quality Management (Call Centre & Customer Service)

Telecontinent Sdn Bhd; Kuala Lumpur; In loco; MYR 42.000 - 50.000; Tempo pieno

Vantaggi offerti da questo lavoro

KPI Allowance

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Quality assurance

Auditing

Analytical skills

MS Excel

CRM systems

Quality monitoring tools

Customer service

Strumenti

Microsoft Excel

CRM systems

Quality monitoring tools

Descrizione del lavoro

Quality Management (Call Centre & Customer Service)

We are seeking a Quality Assurance Executive to evaluate customer service quality, monitor operational performance, and ensure compliance with established standards across contact centre and back-office operations.

Key Responsibilities

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.

Requirements

Minimum 2 years of experience in customer service or contact centre operations, preferably in quality assurance 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.

Added Advantage

Experience in utilities, energy, telecommunications, banking, or other regulated industries.

Experience evaluating multichannel interactions and back-office transactions.

Familiarity with COPC, ISO 9001, or other quality management frameworks.

Experience in root-cause analysis and corrective action tracking.

Mandarin proficiency is an advantage.

Basic Salary: RM3,800 – RM4,500 per month.

KPI Allowance: Up to RM500 per month, subject to performance criteria.

Public holidays observed according to the Singapore operational calendar, subject to operational requirements and applicable employment terms.

Your application will include the following questions:

• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Service Call Centre Representative?
• How many years' experience do you have in a quality assurance (QA) role?
• How would you rate your Mandarin language skills?
• How would you rate your Cantonese language skills?

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.