Jobs at Mrt in Malaysia

Closing Date: 01/01/2025

Life at U Mobile
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.
At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let’s start your journey with an award-winning organization! #UnlimitingYourPotential

Top Reasons To Join Us

1. Awarded as the Most Preferred Graduate Employers (2022 & 2023) & Gold Winner for Excellence in Workplace Culture (2021)
2. Comprehensive medical, dental, optical and insurance benefits
3. Flexi working hours arrangements
4. Staff Line & Device Subsidy
5. Smart Casual Attire
6. Child Parental Care Leave
7. Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
8. Special employee discounts for selected F&B Brands

Role
The Quality Assurance Specialist (QAS) is responsible for evaluating and tracking U Mobile's Contact Center agents' quality performance metrics. The QAE's primary role is to utilize objective and professional audit and evaluation procedures to ensure that customers contacting U Mobile are provided quality service that is compliant with department and company policies and operational procedures. In addition, QAS is tasked to provide objective coaching and feedback to Contact Centre agents on interactions handled. This role must, therefore, demonstrate impartiality, tact, sensitivity, and professionalism. Other tasks include assisting in the implementation of quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall U Mobile customer’s experience.

The Day-To-Day Activities

1. Monitor and prepare written evaluations of Customer Service Executive (CSE) interactions that are consistent with the current interaction assessment criteria.
2. Provide constructive feedback to CSEs in a positive manner to enhance overall performance.
3. Track trends observed while monitoring incoming interaction content.
4. Communicate regularly and professionally with operational counterparts/other support teams (e.g. Team Leaders, Training, etc.) to drive CSE efficiency and effectiveness towards common goals.
5. Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
6. Regularly update and maintain QA progress logs and other records/documents as necessary.
7. Participate in the implementation of various quality improvement exercises/campaigns/programmes.

What’s Next?
Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.