Quality Assurance Officer

Job Responsibility

1. Quality Monitoring and Evaluation:
   Monitor and evaluate customer interactions across multiple channels (voice, email, chat, social media) to ensure adherence to company standards and procedures.
   Assess quality and performance metrics, identifying strengths and areas for improvement in agent interactions.
2. Feedback and Reporting:
   Provide timely, constructive feedback to customer service agents regarding their performance in handling voice and non-voice interactions.
   Prepare regular quality reports summarizing findings, trends, and performance metrics for management review.
3. Training and Development:
   Collaborate with training teams to develop training programs and materials based on quality assurance insights.
   Facilitate coaching sessions, role-plays, and workshops focused on enhancing agent skills for both voice and non-voice interactions.
4. Customer Experience Improvement:
   Analyze customer feedback and interaction data to identify opportunities for improving the customer experience across all channels.
   Work collaboratively with operations and management to implement changes that enhance service quality.
5. Process Improvement and Standardization:
   Identify and recommend process improvements based on quality evaluation findings.
   Assist in developing and maintaining quality assurance guidelines, standards, and best practices for all interaction types.
6. Compliance and Policy Adherence:
   Ensure that all customer interactions comply with company policies, legal requirements, and industry standards.
   Regularly update and refine quality assurance processes in line with evolving business needs.
7. Cross-Functional Collaboration:
   Work closely with cross-functional teams (e.g., Operations and Training) to ensure a cohesive approach to customer service excellence.
   Share insights and trends from quality evaluations to inform product and service improvements.

Job Requirements

1. Proven experience in quality assurance within a call center or customer service environment is required, with a focus on both voice and non-voice channels.
2. Strong understanding of call center operations, customer service best practices, and multi-channel support dynamics.
3. University education or diploma, preferably in a related discipline.
4. Excellent written and verbal communication skills in Bahasa Malaysia, English & Mandarin (skill in written would add advantage).
5. The ability to listen and speak Cantonese would be an added value.
6. Strong analytical, decision making and problem-solving skills, with attention to detail.
7. Adaptability, initiative & stress tolerance.
8. Ability to provide constructive feedback and guidance to team members.
9. Proficiency in MS Office (PowerPoint and Excel) and call center software/tools.

Job Benefits

Remuneration package:

1. Basic: RM2,700 – RM3,500
2. Language allowance: RM300
3. Attendance allowance: RM100
4. KPI allowance: RM500
5. Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
6. Annual salary increment & performance bonus.
7. Medical & hospitalization covered.
8. External training will be provided and potential career progression opportunities.
9. EPF, SOCSO and EIS covered.

Working Hours

1. 9:00 AM – 6:00 PM
2. Monday – Friday
3. Note: Working hours are subject to change based on business and operational requirements.

Working location:

1. Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
2. Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance).