Specialist - Quality and Customer Experience

Key Responsibilities:

• The analysts will play a crucial role in developing the Arion and Al tools to establish a strong foundation in quality for Customer Support.
• Daily moderation of automated learning processes will be part of the analysts' responsibilities.
• Conduct investigations as necessary when issues arise.
• Employ software solutions to alert Operations, ensuring adherence to quality standards and protocols.
• Develop and implement a framework for providing real-time quality feedback.
• Advance the development and improvement of the supervised learning machine and user interface.
• Support the transition from random scoring to focused actions.
• Identify and rectify issues within customer journeys.
• Deliver actionable insights to Customer Support.

Required Skills:

• A degree or an equivalent professional certification.
• Proficient in both spoken and written English; knowledge of Hindi/Telugu is a plus.
• Strong understanding of ICT products and services, including computer hardware, software, electronics, and basic networking.
• At least 1 year of experience in a similar role.
• Exhibits excellent interpersonal skills and teamwork abilities that contribute to a positive work environment.

Compensation Package:

• Competitive salary.
• Performance-based allowance awarded quarterly.
• 15 days of annual leave.
• 14 days of medical leave.
• Comprehensive medical and hospitalization insurance coverage.

Experience Level:

• Entry Level.

Job Location:

• Kuala Lumpur, WP, Malaysia.

Employment Status:

• Full Time.