foodpanda
QA Senior Analyst (Call Center) (m/f) - MY
Created on
22-11-2016
Location
Kuala Lumpur
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CLOSED VACANCY
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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
Yoga Classes
Discounted G...
German Langu...
Drinks, Fres...
26 Paid Vaca...
CLOSED VACANCY
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