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QA Senior Analyst (Call Center) (m/f) - MY

Created on 22-11-2016
Location Kuala Lumpur

Description

Responsibilities:
  • To handle all quality related work/assignments/projects given by the HOD.
  • Side by side coaching/audits for all Executives getting 80% and below.
  • Live call monitoring incase of any concerns that come across immediately.
  • Complaint handling, investigation, call retrieval.
  • Conduct audits and monitoring for calls/emails for all campaigns.
  • Achieving measurable targets on a daily/weekly & monthly basis - 4 audits per Executive, per month, on both calls and live chats from Zopim.
  • Defining action plans and process implementation to ensure targets and goals are met.
  • Achieve audit/score targets and ensure continuous growth in Quality assurance across both Malaysia and Singapore.
  • Constantly coach and monitor as well as mentor and develop Executives to excel in their performance to ensure quality is met and exceeded.
  • To generate/create/update and maintain daily reports on quality.
  • To analyze CSAT & DSAT for continuous improvement on services provided. (When data is avail)
  • Fatal & non-fatal errors reduction analysis - Email team at the moment.
  • Validate and contribute better ideas for all processes & documents for the Implementation and maintenance of processes.
  • Motivation and fun activities
  • In charge of proofreading and ensuring all reports/presentations/emails are within guidelines.
  • Training -New hires, Refresher courses etc
  • Constantly look for ways to improve the QA form to cater for the all center growth and changing needs
Requirements:
  • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.
  • At least 3 year(s) of working experience in the related field is required for this position.
  • Preferably Junior Executives specializing in Quality Control/Assurance or equivalent.
  • 1 Full-Time position available.
  • Fluency in English
  • Self-motivated with the ability to work remotely and under pressure
  • Able to work independently and detail oriented
  • Immediate Hiring

Benefit

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