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Call Contact Center Quality Analyst (QA)

Job Information

Position : Call Contact Center Quality Analyst (QA)
Company : The Global Outsourcing Company
Contract : Full Time

Salary : RM4,500.0 - RM5,500.0 Per Month

Location : No City, Kuala Lumpur
Postcode :

Posting Date : 02 Nov 2019
Closing Date : 02 Dec 2019

Academic Qualification : Bachelor's Degree
Language Requirement : No

Job Description

Job Responsibility

Role summary
We are looking for a qualified call center quality assurance analyst to assess the quality of the performance of the contact center agents. You will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. You will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer service experience.

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and
    individual level.
  • Performs monitors of customer care email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

Job Requirements
  • Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
  • Required skill(s): quality assurance, customer care, Call Center.
  • Required language(s): English
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Preferably Junior Executives specializing in Customer Service or equivalent.
  • 20 Full-Time position(s) available.

Job Benifits

Work location: Kuala Lumpur, KL Sentral

Employment package
  • MYR 4,500-5,500 per month
  • Monthly KPI incentive
  • EPF & Socso
  • 16 days Annual leave
  • Medical insurance
Perks of Joining!:
  • Career development (Many Internal Career Opportunities)
  • Training provided
  • Multinational colleagues
  • Good, loving and fun workplace culture
  • Nice office enviroment
  • Easy access to public transport such as LRT

Job Application

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