Quality Control Executive

Fewer than 40 applicants. You still have a chance!

Minimum Qualifications:

• Diploma/Bachelor’s degree in Business Administration, Management, Compliance, or a related field (preferred).
• Proven experience in quality control, compliance management, or a similar role, ideally in a customer service or operational setting.
• Strong knowledge of customer service principles, multi-channel communication platforms (Live Chat, Call, Email), and compliance frameworks.
• Proficiency in compliance management platforms, CRM software.
• Excellent analytical and problem-solving skills with a keen eye for detail and risk identification.
• Effective communication and interpersonal skills to provide feedback, collaborate with teams, and address compliance inquiries.
• Ability to multitask, prioritize, and thrive in a fast-paced environment.

Quality Oversight:

• Oversee quality reviews for front-line agents across Live Chat, Call, and Email, ensuring SOP and quality standard adherence.
• Address employee compliance concerns and provide agent feedback for improvement.
• Recommend SOP and process enhancements based on trends and audits.
• Develop and conduct training sessions to reinforce quality standards.
• Track and report agent performance metrics to leadership.

Compliance Management:

• Monitor operational processes and compliance using a compliance management platform.
• Manage and monitor compliance matters for the company and clients.
• Audit procedures and documents to identify risks or weaknesses.
• Ensure timely resolution of compliance violations or audit findings.
• Update compliance policies to reflect regulatory changes.

Data and Collaboration:

• Analyze data, conduct compliance risk assessments, and maintain regular information flow.
• Collaborate with departments, auditors, and authorities on quality and compliance issues.
• Keep aligned with internal standards and business goals.
• Prepare and present compliance and quality reports to management.
• Participate in cross-functional projects to improve operational efficiency.

Working Arrangement:

• Hybrid working arrangement
• EPF & SOCSO
• Medical Leave
• Annual Bonus
• Allowance Provided
• 5 Working Days

Additional Benefits:

• Medical and Hospitalisation Leave
• Annual Bonus

Skills Required:

• Attention to Detail
• Analytical Thinking
• Problem-solving
• Quality Assurance Knowledge
• Communication Skills