Quality Analyst, Qm - Service My Malaysia Posted On 09/14/2023 Trending

Job Responsibilities: 1) Calls Monitoring
Conduct quality monitoring of service calls as scheduled Validate the service calls in accordance to scripts and check lists to ensure adherence Update and complete the scoring sheets and all report templates accordingly Provide feedback to team leaders call quality findings, enabling team leaders to conduct appropriate coaching 2) Calls Calibration
Participate in Call Calibration of quality monitoring standards with all team leaders and agents Share gaps observations and results Provide feedback and suggestions on improvement opportunities 3) Complaints/Disputes Validation
Support the investigation of complaints/disputes that are raised both internally or externally 4) Reporting & Administration
Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner Prepare ad-hoc reports as and when required by management Job Requirements: Diploma/Degree holder in any discipline. Relevant working experience in contact centre, banking or credit card operations/processes and quality monitoring will add advantage Proficient in MS Office and standard computer operating systems Good communication skills (conversational and written) Positive mindset  Good analytical thinking #J-18808-Ljbffr