Specialist - Quality Assurance

Key Responsibilities:

• Develop, sustain, mentor, and coach agents to improve overall customer support quality.
• Review processes to enhance call flow efficiency and the performance of call center agents across voice and e-services.
• Identify and track pain points in customer experiences, analyze trends, and prepare reports for continuous improvement.
• Recommend or implement process enhancements derived from analyzed pain point data trends.
• Spot areas for service enhancement that impact customer experiences, including major contributors to dissatisfaction (DSAT).
• Conduct investigations, root cause analyses, and case chronologies as required.
• Facilitate service quality improvements, including quality assurance audits, QA/OSAT reviews, reporting, and process refinements.
• Deliver feedback to the TSM/CC manager regarding potential improvement opportunities.
• Participate in and help organize recognition and rewards programs, arrangements, and promotions.

Required Skills:

• Diploma, degree, or an equivalent professional qualification.
• Exceptional spoken and written English proficiency.
• High standards of integrity and professionalism, coupled with leadership qualities.
• A minimum of 12 months in the current role with a proven track record of discipline and performance.
• A dynamic, motivated, and results-driven team player with strong interpersonal skills.
• Able to thrive in a challenging environment, demonstrating initiative and the capability to work independently.
• Familiarity with L2.0 technical expertise is a plus.
• Candidates with relevant customer service and technical support backgrounds are encouraged to apply.
• Exemplary telephony and customer service skills for managing calls, emails, and/or chats.
• Strong communication and interpersonal relationship abilities.

Compensation Package:

• Competitive Salary (RM4,500 – RM5,500).
• Performance-based bonuses for confirmed employees.
• Annual Leave: 15 days.
• Medical Leave: 14 days.
• Medical and hospitalization benefits.

Experience Needed:

• Associate level.

Job Location:

• Kuala Lumpur, WP, Malaysia.

Type of Employment:

• Full Time.