Specialist ââ¬â Quality Assurance (English & Indonesia Language Support)
Specialist ââ¬â Quality Assurance (English & Indonesia Language Support)
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Salary Not Disclosed
1 Vacancy
Job Description
The Responsibilities of the Role:
- Developing maintaining training and coaching the agents to enhance overall customer support.
- Process review for improving the call flow efficiency and quality of call center agents (voice and e-services).
- Track all the pain points relating to customer experience monitor the trends and provide report for improvement.
- Suggest or provide process opportunities and enhancements based on collected pain point data trends.
- Identify areas for service improvement that affects customers experience including but not limited to top DSAT contributors.
- Provide investigation root cause analysis and case chronology when needed.
- Support service quality improvements including QA audits QA/OSAT review reporting and process enhancements.
- Provide feedback to the TSM/CC manager for any opportunities on improvement.
- Prepare and be part of R&R programs arrangements and promotions.
Skill Requirements:
- Degree Diploma or an equivalent professional qualification.
- A high degree of integrity and professionalism with leadership traits.
- Minimum 12 months in the current position with excellent disciplinary and performance track record.
- Dynamic highly motivated and result-oriented team player with good interpersonal skills.
- Ability to work in a challenging environment with good initiative and able to work independently.
- L2.0 Technical expertise is an added advantage.
- Excellent command of spoken written in English and Bahasa Indonesia.
The Package:
- Attractive Salary (RM4500 RM5500).
- RM500 Housing Allowance.
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Kuala Lumpur.
Employment Type
Full Time
