• Customer Experience, Quality Assurance Jobs in Malaysia - 1016836

    Teledirect Telecommerce Sdn Bhd.
  • 2 - 4 Years
  • Malaysia - Kuala Lumpur
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  • Posted above 1 month
  • Job Views: 22
  • Job Applicants: Less than 10

Job Description

Job Description
Monitor Product Support Agents transactions, calls and review emails for accuracy of information and call handling standardsTo have Operational Experience through taking call, emails and/or live chatElaborate, recommend and oversee improvement actions by providing in-depth insights of qgents Quality performance base on Root Cause Analysis (RCA)Analyze customer grievances and other non-compliance issuesEnsure that Product Support Agents are delivering a high level of customer service in accordance to COPC StandardsRecord evaluations utilizing departmental quality monitoring formsDetect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standardsProviding reports and in-depth analysis to Supervisors and the Manager with regular performance feedback on the agentsParticipates in the design of quality monitoring forms and quality standardsParticipates in customer and client calibration sessions to identify customer needs and expectationsAny other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and and ISO18295-1 Quality Management System of TDMY
Job Requirement
Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any fieldAt least 2 year(s) of working experience in the related field is required for this positionPreferably with at least 1 years of working experience in contact centre/ IT Helpdesk environmentTechnical experience in Home Devices and/or Consumer Electronics industry would be an advantageAbility to converse well in English or Mandarin to liaise with multi-lingual customersGood verbal and written communication skillsPossess a service oriented mindset with excellent telephone etiquetteProficient in MS Office applications with excellent keyboard skillsAble to adapt in a fast-paced and stressful environmentPreferably Junior Executives specializing in Quality Control/Assurance or equivalentFull-Time position(s) available

Profile Summary

Type:Company Job

Role:Junior Executive

Industry:Call Center/IT-Enabled Services/BPO

Salary:MYR 3,000 - 4,000

Deadline:15th Mar 2020

Company Profile

Teledirect provides multinational organisations with high end, high touch outsourced contact center services to improve their customer experience and/or to accelerate their sales. We operate state-of-the-art contact centres in Singapore, Hong Kong, Japan, China, Spain, Malaysia, Philippines and Thailand. We have a 20-year track record of success with clients in the airline, hospitality, luxury, insurance, banking and technology sectors.
People don’t join Teledirect for a regular job. They come here for more. They come here to fulfil their passion while being part of something greater. They come here to grow as professionals and build successful careers. We care about our people, we care about offering a great working environment, and we believe in rewarding the best talents.
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