Specialist Quality Analyst - (English and Tagalog Language Support)Job Description
The Responsibilities of the Role:Responsible for conducting monthly Quality Monitoring and Feedback sessions (Call, email and chat) for Executives – Post Sales agents.
Accurately conduct Quality Monitoring and Feedback sessions for the Executives mentioned above on a daily, weekly and/or monthly basis as specified by the Transaction Monitoring Methodology and Procedures.
Collect and document Quality Monitoring results, analyze and recommend opportunities to Assistant Manager/Manager – Operations for continuous improvement on a monthly basis or whenever required.
Translate quality monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
Convey issues and positive reinforcement on quality concerns to Total Quality Management and Operations Management.
*Job scope is to change based on hierarchical changes.
Skill Requirements:Graduate from college or above, related professional on electronically is preferred.
Familiar with Windows OS, Windows Office.
Good communication skills in English and Tagalog language – to read, write and speak.
More than 2 years of large-scale call center customer service-related work experience; above 1 year experience for QA.
Sales/service experience in retail, sales, service or other "helping" business (preferred).
PC industry knowledge (An advantage).
Good patient, serious and responsible work, have good service consciousness.
Conduct qualitative assessments of calls, e-mails, web chats and queue handling in accordance with QA program.
Assist the Team leader to determine quality improvements, including, improvements/changes to training, coaching needs, process improvements or disciplinary actions.
Can summarize excellent cases from the agent service and share with team members to improve the service skills.
The Package :Attractive Salary (RM 4,000 – RM 4,500).
Performance related bonus for confirmed staff.
Annual Leave 15 days.
Medical Leave 14 days.
Experience Required :Associate
Location :Kuala Lumpur, WP, Malaysia.
Employment Type :Full Time.#J-18808-Ljbffr