QA Specialist (Customer Service)

Job Description

Company Overview:

We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as QA Specialist (Customer Service) to provide unrivalled support to our clients.

Responsibilities:

1. Monitor and evaluate customer interactions through calls, chats, and emails to ensure service quality standards are met.
2. Identify trends, issues, and areas for improvement in customer service delivery.
3. Develop and recommend process improvements to enhance customer satisfaction and performance.
4. Conduct regular audits of call logs and support interactions to ensure compliance with company policies.
5. Provide feedback, coaching, and training to customer service agents based on performance evaluations.
6. Collaborate with team leads and supervisors to address training gaps and maintain consistent service quality.
7. Assist in the development and implementation of customer service policies.
8. Prepare reports detailing quality assurance findings and recommend action plans for continuous improvement.

Requirements/Qualifications:

1. Minimum Diploma in any relevant field (Business, Communications, etc.), or equivalent work experience.
2. Certification in Quality Assurance or related field is an advantage.
3. Previous experience in a customer service or call centre environment, preferably in a quality assurance role.
4. Strong understanding of quality assurance processes, customer service best practices, and performance metrics.
5. Familiarity with customer relationship management (CRM) systems and relevant software tools.
6. Attention to detail and excellent analytical skills to identify patterns and issues.
7. Ability to work independently and as part of a team to meet deadlines and achieve goals.

Soft Skills:

1. Excellent communication and interpersonal skills.
2. Strong problem-solving abilities and critical thinking.
3. Ability to provide constructive feedback and coaching effectively.
4. Team player with a proactive approach to improving processes.

Pay: RM4000.00 - RM5000.00 per month

Benefits:

1. Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc.
2. EPF & Socso.
3. Opportunities for promotion.
4. Professional development.