Specialist - Quality Assurance (English and Indonesia Language Support)

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

Job summary

A leading customer support firm is seeking a Specialist in Quality Assurance who will enhance customer support by training agents and improving call center efficiencies. The ideal candidate should have a degree or diploma and at least a year in a similar role with a strong performance track record. Proficiency in English and Bahasa Indonesia is essential. The attractive salary package includes RM4,500 – RM5,500, housing allowance, performance-related bonuses, and annual medical coverage.

Benefits

Attractive Salary

Housing Allowance RM500

Performance related bonus

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization coverage

Qualifications

• Minimum 12 months in the current position with excellent disciplinary and performance track record.
• Excellent command of spoken, written English and Bahasa Indonesia.

Responsibilities

• Develop and train agents to enhance customer support.
• Review processes to improve call flow efficiency.
• Track pain points relating to customer experience and provide reports.

Skills

Leadership traits

Interpersonal skills

Dynamic and motivated team player

Ability to work independently

Technical expertise (L2.0)

Education

Degree, Diploma or equivalent professional qualification

Job description

Specialist - Quality Assurance (English and Indonesia Language Support)

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Job Description

• Developing, maintaining, training and coaching the agents to enhance overall customer support.
• Process review for improving the call flow efficiency and quality of call center agents (voice and e-services).
• Track all the pain points relating to customer experience, monitor the trends and provide report for improvement.
• Suggest or provide process opportunities and enhancements based on collected pain point data trends.
• Identify areas for service improvement that affects customer’s experience including but not limited to top DSAT contributors.
• Provide investigation, root cause analysis and case chronology when needed.
• Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
• Provide feedback to the TSM/CC manager for any opportunities on improvement.
• Prepare and be part of R&R programs, arrangements and promotions.

Skill Requirements:

• Degree, Diploma or an equivalent professional qualification.
• A high degree of integrity and professionalism with leadership traits.
• Minimum 12 months in the current position with excellent disciplinary and performance track record.
• Dynamic, highly motivated and result-oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• L2.0 Technical expertise is an added advantage.
• Excellent command of spoken, written in English and Bahasa Indonesia.

The Package :

• Attractive Salary (RM4,500 – RM5,500).
• RM500 Housing Allowance.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.