Job description
Location:
Malaysia
Department: Customer Service
Location: Malaysia
Job Description
Reporting to the Quality Assurance Manager, you will be responsible for:
- Conduct quantitative and qualitative deep-dives on key processes across verticals to identify actionable insights.
- Partnering with BPO counterparts to offer feedback on trends and key areas of opportunity based on audits completed, ensuring that feedback is woven into ongoing improvement plans.
- Reviews, reports and maintains ownership of all quality assurance coordination and platforms used to ensure smooth management of quality activities.
- Maintains collaborative work relationship with the Regional and Local teams to support the overall target and direction of the business.
- Completes assignments and facilitates the work of others. May coordinate assignments beyond work area. Proposes improvements to processes and methods.
Job Requirements
In order to succeed in the role, you should ideally have:
- Candidate must possess at least min Diploma in any discipline with a minimum of 2-3 years’ experience in relevant field.
- Experience in a BPO / call center / customer service or vendor management environment is preferred.
- Strong communication skills in English and Bahasa Malaysia, both verbally and written.
- Advanced Excel competency is required (vLookup & Pivot tables)
- Problem-solving capabilities to create meaningful strategies to improve support quality
- Examples of data visualization abilities and understanding of support metrics
- Strong analytical skills, communication and collaborative skills.
- Dynamic personality who can adapt quickly to a changing environment with the ability to work under immense pressure and speed.
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