Senior Associate, LDQA (Russian Speaker)

Job Responsibilities
- Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching.
- Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
- Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
- Initiate calibration sessions within the operation, training, and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training.
- Develop and maintain quality documentation and processes including quality nuances/scorecards, quality assurance departmental SOP, and other quality-related materials.
- Collaborate with cross-function teams to identify and resolve quality-related matters.
- Stay up to date with industry trends and best practices in contact center quality assurance.
- Participate in the development and implementation of quality assurance initiatives and projects.

Better to have
1. Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
2. Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
3. Excellent time management: ability to multi-task to solve issue for Customers, while managing time.
4. Polished delivery: ability to communicate in a structured and professional manner.
5. Quick learner: ability to ramp up quickly and act on feedback constructively.
6. Ability to multi-task while effectively communicating global Customers, team members and operations management in Kuala Lumpur.

Job Requirements
- Excellent communication skills, both verbal and written in English and Russian as the role requires the candidate to deal with clients from Oversea.
- Minimum 1-2 years of experience in a Quality Assurance role (experience in the FinTech/Crypto industry will be an added advantage)
- Able to work on-site and start immediately.
- Highly motivated and detailed-oriented individual to join our team as QA Specialist.
- Strong analytical skills with the ability to analyze data and provide insights to drive continuous improvement.
- Detailed-oriented with a strong ability to multi-task and prioritize effectively.
- Ability to work independently and as part of a team.
- Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards
- Comfortable working in a fast-paced, dynamic environment with changing priorities.

As an employee of Centauri Services And Technology, you will have access to tailored professional development opportunities whereby employees get to wear many hats and gain different skill sets with a competitive pay package.

We work hard to ensure that our workplace is a diverse, innovative environment that instigates collaborations, creativity, and intrapreneurship in a flexible future workplace.

Centauri Services And Technology is located in the heart of Kuala Lumpur for International Finance and Business - Exchange 106, which convenient closely to MRT Tun Razak Exchange.