Quality Assurance Specialist

As a Quality Assurance Specialist, you will play a key role in ensuring our customer service team and outlet staff deliver exceptional service to our customers. You will be responsible for monitoring and evaluating customer interactions across multiple channels. Identify improvement areas and develop strategies to enhance overall customer experience and loyalty. This role will report directly to the Customer Experience Manager. You will work collaboratively with the manager to implement training, coaching and programs, and improve the overall customer experience.

• Quality Monitoring:
  • Monitor customer interactions through various channels (e.g., CCTV, phone calls, emails, chats and WhatsApp) to assess adherence to quality standards.
  • Evaluate agent performance based on key metrics such as first-contact resolution, customer satisfaction ratings, and average handling time.
• Quality Assurance Training:
  • Collaborate with the Customer Experience Manager to develop and deliver quality assurance training programs to improve agents' and staff performance and knowledge.
  • Provide coaching and feedback to agents and outlet staff to help them develop their skills and address performance gaps.
  • Create and maintain quality assurance documentation and guidelines.
  • Work with the Customer Experience Manager to create learning content and deliver via the LMS module.
  • Coordinate with CSM and Ops department to deliver training based on findings from Mystery Shopper program.
• Process Improvement:
  • Analyze customer feedback and identify opportunities for process improvement
  • Collaborate with other departments to ensure alignment with customer service goals.
  • Conduct customer satisfaction surveys and analyze results to implement quality initiatives.
• Reporting:
  • Prepare regular quality assurance reports, including key performance indicators and recommendations.

Job Requirements:

• Experience working in a contact centre environment.
• Experience in training and coaching frontline employees will be an added advantage.
• Proven experience in customer service or quality assurance in a contact centre.
• Data-driven, strong analytical and problem-solving skills.
• Proficient in spreadsheets such as MS Excel & Google Sheets
• Experience working knowledge with LMS will be an advantage
• Excellent communication and interpersonal skills.
• Meticulous attention to detail
• Able to work independently and effectively without supervision