Specialist - Quality and Customer Experience (English and Bahasa Malaysia Language Support)

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service provider based in Kuala Lumpur seeks a Specialist for Quality and Customer Experience. The role involves managing customer experience, monitoring quality, and ensuring operational excellence. Candidates should possess a degree and be fluent in both English and Bahasa Malaysia. A strong track record in performance and teamwork is essential. The position offers attractive compensation including performance bonuses and medical coverage, making it an excellent opportunity for dedicated professionals.

Benefits

Attractive Salary

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• Good command of spoken and written English and Bahasa Malaysia.
• Minimum 12 months at current level of Executive/Specialist.
• Excellent disciplinary and performance track record.

Responsibilities

• Manage customer experience and quality operations daily.
• Monitor calls and emails to provide coaching.
• Analyze data for continuous improvement.

Skills

Analytical skills

Communication skills

Teamwork

MS Office proficiency

Call center operations knowledge

Education

Degree or equivalent qualification

Job description

Specialist - Quality and Customer Experience (English and Bahasa Malaysia Language Support)

Job Description

The Position:

• The role encompasses an overall responsibility for managing the customer experience and quality of the operations team on a day-to-day basis.
• The role involves being responsible for the overall management of customer experience within the project.

The Responsibilities of the Role

• To accurately score and perform call and/or email monitoring for Executive - Customer Service on a monthly basis according to guidelines set and to provide appropriate coaching and feedback.
• To collate call/email monitoring results, analyze, and recommend opportunities for continuous improvement on a monthly basis.
• To convey issues and positive reinforcement on Quality assurance concerns to TQM and Operations Management (OPS) respectively.
• To maintain and improve the implemented QMS to reflect new client changes/implementations and/or as a result of the analysis derived from the monthly audits.
• To ensure streamlined knowledge of Quality process across functions (i.e. Ops, L&D, Clients) through Calibration activities.
• Review and Analyze Voice of Customer data gathered through survey-based system (e.g. CSAT) or CSI input. Derive action plan to further improve overall Customer Experience.
• To undertake initiatives targeted to improve the overall quality performance of the agents.
• To conduct case investigations reported by the clients or Ops within a 24hrs deadline.
• Any other task(s) as delegated by Supervisors.

Skill Requirements

• Must be a Degree holder or have an equivalent professional qualification in a relevant field of study.
• Good command of spoken and written English and Bahasa Malaysia.
• Minimum 12 months at current level of Executive/ Specialist.
• Excellent disciplinary and performance track record.
• Proven skills in handling inbound and outbound calls and/or emails.
• Monitor and gauge techniques of yielding desired targets.
• Ability to locate data, analyze trends and make appropriate recommendations for continuous improvements.
• A good understanding of call center operations to be able to identify, assess and manage existing business processes in operations for continuous improvement.
• Demonstrates effective teamwork and people skills to foster constructive working relationships and actively participates in and contributes to cross-functional teams.
• Proficient in MS Office applications.

The Package

• Attractive Salary.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Entry Level

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.