Specialist - Quality Assurance (Mandarin & Cantonese Language Support)

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 50,220 - 72,540; Full time

Benefits offered by this job

Attractive Salary (RM4,500 – RM6,500)

Performance-related bonus

Annual leave 15 days

Medical leave 14 days

Medical and hospitalization coverage

Job summary

A leading quality assurance firm in Kuala Lumpur is seeking a QA Specialist who will ensure high-quality customer interactions and continuously improve service standards. The ideal candidate will possess a degree or diploma, have strong leadership and interpersonal skills, and be proficient in English, Mandarin, and Cantonese. This position offers an attractive salary and benefits including annual leave and medical coverage.

Qualifications

• Minimum 12 months in the current position with an excellent track record.
• Dynamic, highly motivated, and results-oriented team player.
• Excellent command of spoken and written English, Mandarin, and Cantonese.

Responsibilities

• Develop, maintain, train, and coach agents for enhanced customer support.
• Review processes for improving call flow efficiency.
• Track customer experience pain points and trends for reports.

Skills

Leadership

Interpersonal skills

Technical expertise

Education

Degree or Diploma

Job description

As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.

The Responsibilities of the Role:

• 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 experiences, 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.

The Requirements of the Role:

• 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 advantage.
• Excellent command of spoken, written in English, Mandarin and Cantonese.

The Package:

• Attractive Salary (RM4,500 – RM6,500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.