Senior Executive, QA & Training (B2C, B2B) - Bangsar South

In this role you will:

Conduct quality audits of Customer Support agents by updating the activity in QA tools, to ensure compliance with quality standards and regulations.
Execute regular feedback sessions with Customer Support agents based on audit results to highlight areas of improvement and strengths, fostering continuous development and
enhanced performance.
Conduct a thorough root cause analysis to determine the underlying factors contributing to the performance deficiencies to enable the development and implementation of effective
improvement plans.
Maintain periodic record (weekly/monthly) of agents scorecard on regular basis in order to have a performance trend reviewed for driving improvement action plans for outliers.
Execute quality and process improvement initiatives as outlined towards Customer
Support team to ensure quality standards meeting the objective and regulatory compliance.
Collaborate with Team Leaders and other stakeholders in process improvement activities to drive internal business process efficiency.
Facilitates quality calibration with evaluators ensure alignment with standard definitions and consistency in quality assessments, maintaining high accuracy and fairness in evaluations.
Design engaging and interactive training materials, including presentations, handouts, and activities for Customer Support team during onboarding and refresher classroom.
Manage Work Process Manual (WPM) documents and Knowledge Base articles to ensure
latest information is updated for reference by updating in CRM and/or WPM documents
accordingly.
Conduct onboarding training for new hires according to learning modules and roadmap and ensuring knowledge competencies are assessed throughout the process.

These are the qualifications that are necessary for someone to be considered for the position.

Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in Business
Management / TESL or equivalent.
At least 3 years of experience in customer support related to the financial service /
e-commerce / mobility industry with 2 years or more experience in quality assurance or
learning & development.
2-4 years management experience required either as a manager, team leader, or indirectly leading outsource delivery center QA teams.
Strong analytical, detailed to number with good reporting skills with interpretation capabilities
Advanced proficiency in Excel, Word, PowerPoint, and familiar with Google applications
(sheets, slides, notes, forms etc).
Ability to influence agents on strong customer service ethics and persuasive skills.
Customer centric mindset and passionate towards customer satisfaction.

In-depth knowledge of quality control tools and best industry practice.
Strong collaboration skills to foster teamwork and drive alignment across various
departments.
Well verse with Zendesk or any other CRM tool to manage knowledge base
Experienced in COPC and KAIZEN / Lean Six Sigma practices for driving process improvement and initiatives

#CWCC #qualityassurance #callcenter

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM5,500.00 - RM7,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Professional development

Schedule:

• Monday to Friday