Call Centre Quality Assurance (Cantonese Speaker)

1. Quality Monitoring and Evaluation:

• Monitor and evaluate customer interactions across multiple channels (voice, email, chat, social media) to ensure adherence to company standards and procedures.
• Assess quality and performance metrics, identifying strengths and areas for improvement in agent interactions.

  2. Feedback and Reporting:

  • Provide timely, constructive feedback to customer service agents regarding their performance in handling voice and non-voice interactions.
  • Prepare regular quality reports summarizing findings, trends, and performance metrics for management review.

    3. Training and Development:

    • Collaborate with training teams to develop training programs and materials based on quality assurance insights.
    • Facilitate coaching sessions, role-plays, and workshops focused on enhancing agent skills for both voice and non-voice interactions.

      4. Customer Experience Improvement:

      • Analyze customer feedback and interaction data to identify opportunities for improving the customer experience across all channels.
      • Work collaboratively with operations and management to implement changes that enhance service quality.

        5. Process Improvement and Standardization:

        • Identify and recommend process improvements based on quality evaluation findings.
        • Assist in developing and maintaining quality assurance guidelines, standards, and best practices for all interaction types.

          6. Compliance and Policy Adherence:

          • Ensure that all customer interactions comply with company policies, legal requirements, and industry standards.
          • Regularly update and refine quality assurance processes in line with evolving business needs.

            7. Cross-Functional Collaboration:

            • Work closely with cross-functional teams (e.g., Operations and Training) to ensure a cohesive approach to customer service excellence.
            • Share insights and trends from quality evaluations to inform product and service improvements.

• Proven experience in quality assurance within a call center or customer service environment is required, with a focus on both voice and non-voice channels
• Strong understanding of call center operations, customer service best practices, and multi-channel support dynamics.
• University education or diploma, preferably in a related discipline
• Excellent written and verbal communication skills in Bahasa Malaysia, English & Mandarin (skill in written would add advantage)
• The ability to listen and speak Cantonese would be an added value.
• Strong analytical, decision making and problem-solving skills, with attention to detail.
• Adaptability, initiative & stress tolerance
• Ability to provide constructive feedback and guidance to team members.
• Proficiency in MS Office (PowerPoint and Excel) and call center software/tools.

Remuneration package:

• Basic: RM2,700 – RM3,500
• Language allowance: RM300
• Attendance allowance: RM100
• KPI allowance: RM500

  *Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.

  • Annual salary increment & performance bonus
  • Medical & hospitalization covered
  • External training will be provided and potential career progression opportunities
  • EPF, SOCSO and EIS covered

    Working hours:

    • 9:00 AM – 6:00 PM
    • Monday – Friday

      *Note: Working hours are subject to change based on business and operational requirements.

      Working location:

      • Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
      • Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)