Customer Service Qa Analyst

-Regular monitoring of performance and compliance to the company standards and policies by the agents.
-Facilitate the definition of in-house quality procedures, standards and specifications and performance coaching sessions to improve customer service quallity.
-Assessing customer requirement and ensuring that these are met.
-Prepare regular management and technical reports and provide suggestions for improvement ased on analysis of data.
-Identify opportunities for improvement of QA workflow, work efficiency, work quality and work innovation and act as a catalst for change.
-Monitor an analyse the data on CSAT and NPS, familiar in any form of scorecards.
-Provide support on the analysis of contact reasons by the customers.
-Perform other related duties as assigned.
[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-daythree-business-services-sdn-bhd-job-customer-service-qa-analyst] -Bachelor's degree qualification and above -Minimum 1 year of working experience in Service Quality or call centre -Proficient in both Chinese Mandarin and English (both verbal and written) -Proficent in Microsoft Office an Google Suite applications -Able to work shifts (including weekends, public holidays, overnight) -Excellent in data analysis, presentation and dealing with complexity -Able to understand and execute complex written and verbal instructions -Able to deliver excellent customer service, externally and internally -Flexibility, proactive and perseverance