Senior Associate, Quality Assurance (Contract) | TNG Digital

About the job

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

Job Purpose

This role is responsible for assessing the quality of the performance of SEAL team through interactions monitoring which will include assessing quality of communication, technical accuracy, and conformity to TNGD policies and procedures. The role will develop, create, and implement SEAL quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall quality performances.

Job Responsibilities

• Conduct and document regular inspections and audits of interactions to ensure compliance with quality standards and regulations.
• Report any deviations from quality standards or non-conformities and assist in implementing corrective and preventive actions.
• Performs interaction monitoring and provides trend data, quality reports, and feedback to reporting manager while conducting root cause analysis and problem-solving activities to resolve quality-related issues.
• Coordinates and facilitates quality calibration sessions for careline and SEAL.
• Uses quality monitoring data to compile and track performance at team and individual level.
• Participates in TNGD programs to identify customer needs and expectations, design of interactions monitoring and quality control formats & quality standards and projects that enhance the quality or efficiency.
• Provides actionable data to various internal support groups as needed.
• Stay updated on industry standards, regulations, and best practices related to quality control.
• Assist to service customer through any available channels as required.
• Perform other duties as assigned by reporting manager or HOD.

Job Requirements

• Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any fields or equivalent.
• At least 3 years of experiences in call centre environment or experience in service sector, banking industry or commercial services.
• Preferably 2 years or more experience in quality management or quality assurance.
• Advanced proficiency in Excel, Word, PowerPoint, and Outlook.
• Strong analytical, detailed to number with good reporting skills with interpretation capabilities.
• Excellent written and verbal communication skills in English and Malay, proficiency in other additional languages such Mandarin or Cantonese will be an advantage.
• Candidate should have a risk-based approach / mindset in solving problems and ability to respond well to constructive criticism.
• Ability to influence agent on strong customer service ethics and persuasive skills.
• Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.
• Able to work under pressure and on tight deadlines.
• Preferably customer centric and knowledge on mobile / digital ewallets.
• A start-up attitude – highly collaborative and globally-minded.

Our Perks & Benefits:

• Hybrid, Flexi hours and home workplace subsidy.
• eWallet allowance.
• Unlimited office pantry fruits, snacks and drinks.
• Mobile and broadband subscription reimbursement.
• Flexibility to opt dependents coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
• Additional leave including family leave and paid care leave to care for family members.
• Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (“TCM”) and Chiropractic.
• Corporate membership discount and many more to explore.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [email protected]

Note: Only shortlisted candidates will be contacted.