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Job Responsibility
Job Requirements
Remuneration package:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Job Requirements
- 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 â 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
- 9:00 AM â 6:00 PM
- Monday â Friday
- Note: Working hours are subject to change based on business and operational requirements.
- Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
- Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)
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