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Quality Assurance Executive
Job summary
A technology company based in Kuala Lumpur is seeking a Quality Assurance Specialist to conduct evaluations and implement QA processes within a Call Center. The ideal candidate will have experience in Call Center performance evaluation and a detail-oriented approach. Proficiency in Mandarin or Thai is highly preferred, along with strong Excel analysis skills to prepare reports and ensure compliance with standards.
Qualifications
- Proven experience in evaluating Call Center and Customer Service performance.
- Previous experience in Quality Assurance is preferred.
- Detail-oriented with strong communication skills.
Responsibilities
- Conduct evaluations of Call Center interactions for quality assurance.
- Implement and maintain Quality Assurance processes and protocols.
- Prepare reports on findings and metrics.
Skills
- Conduct evaluations of Call Center and Customer Service interactions to ensure adherence to quality standards.
- Implement and maintain Quality Assurance processes and protocols.
- Evaluate the performance of Call Center and Customer Service representatives based on established criteria.
- Provide constructive feedback to enhance performance.
- Utilize basic Excel analysis skills to review and analyze performance data.
- Prepare reports on Quality Assurance findings and performance metrics.
- Communicate effectively with different stakeholders, including Call Center representatives and management.
- Provide training and support to improve performance.
- Identify areas for improvement in Call Center and Customer Service processes.
- Collaborate with relevant teams to implement process enhancements.
- Maintain accurate records of Quality Assurance evaluations and performance data.
- Ensure compliance with documentation standards.
- Proven experience dealing with Call Center and Customer Service Performance Evaluation.
- Previous experience in Quality Assurance is highly preferred.
- Proficiency in basic Excel analysis for data review and reporting.
- Ability to communicate effectively with stakeholders.
- Proficiency in Mandarin or Thai languages is highly preferred.
- Detail-oriented approach to ensure accuracy in evaluations and documentation.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.