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Quality Analyst Mandarin Speaker Full-time Job

1 month ago Call Center / BPO Jalan Tun Razak   26 views
Job Details

Job Responsibility

  • Responsible for listening and monitoring ISR calls for customer satisfaction according to specified policies and procedures.
  • Support the overall QA work flow by conducting customer call evaluations and providing feedback, generally to the Team Leads in a constructive manner.
  • Accountable for collecting, coordinating, evaluating, and providing call data from agents to Team Leads and providing feedback and reporting.
  • Meet weekly / monthly call evaluation metrics and ensure calibration for Quality Monitorings between the Quality Analyst and Team Leads internally and Quality calibrations externally with the customer.
  • To Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews. (DSAT/CSAT)
  • Preparing and completing action plans.
  • Implementing productivity, quality, and customer service standards.
  • Identifying and resolving problems, completing audits, determining system improvements, implementing change.
  • Prepare quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed proceses, corrective actions, and re-evaluations.

Job Requirements

  • At least 1 years of Quality Assurance Experience and/or 1 years of training experience
  • Must have coaching and/or soft skills training experience
  • Enjoys mentoring and coaching
  • Strong verbal and presentation skills
  • Knowledge of Transaction Monitoring requirements in COPC
  • Proactive attitude towards work
  • Ability to work under pressure
  • Bright outgoing personality. Pursues work with energy and drive and is motivated by accomplishments.
  • Ability to develop and implement plans in order to accomplish set goals
  • Team spirit and team player

Job Benefits

  • EPF
  • Good working environment
  • Attractive salary
  • Medical insurance benefit
  • Training provided
Company Description
Sellbytel Malaysia : Jalan Tun Razak Kuala Lumpur