Specialist Quality Assurance (Mandarin & Cantonese Language Support)

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

As QA Specialist your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.

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 experiences 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.

The Requirements of the Role:

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 advantage.
Excellent command of spoken written in English Mandarin and Cantonese.

The Package: