• Quality Analyst (Taiwan Market) Jobs in Malaysia - 1010822

    SELLBYTEL Services Malaysia Sdn. Bhd.
  • 1 - 3 Years
  • Malaysia - Kuala Lumpur
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  • Posted above 1 month
  • Job Views: 41
  • Job Applicants: Less than 10

Job Description

POSITION SUMMARY
QA assists and provides support to ensure all client's CSE operate at optimal efficiency They also measure all transactions and activities of CSEs to gauge the quality levels to ensure that it is above the deliverable levels and exceeds guests’ expectations Educate CSEs to use the most effective and efficient means of handling transactions with optimal customer experience while achieving stated goals QA conducts coaching and feedback sessions with the all CSEs to advance their career to a higher level of professionalism

DUTIES AND RESPONSIBILITIES
To handle all quality related work/assignments/projects given by the HODSide by side coaching/audits for all Executives getting 80% and belowLive call monitoring for relevant cases that needs immediate attentionComplaint handling, investigation, call retrievalConduct audits and monitoring for calls/emails for all campaignsAchieving measurable targets on a daily/weekly & monthly basis - 4 audits per Executive, per month, on both calls and live chats from ZopimDefining action plans and process implementation to ensure targets and goals are metAchieve audit/score targets and ensure continuous growth in Quality assurance across supporting countriesConstantly coach and monitor as well as mentor and develop Executives to excel in their performance to ensure quality is met and exceededTo generate/create/update and maintain daily reports on qualityTo analyze CSAT & DSAT for continuous improvement on services provided (When data is avail)Fatal & non-fatal errors reduction analysisValidate and contribute better ideas for all processes & documents for the Implementation and maintenance of processesMotivation and fun activitiesIn charge of proofreading and ensuring all reports/presentations/emails are within guidelinesTraining -New hires, Refresher courses etcConstantly look for ways to improve the QA form to cater for all center growth and changing needs

REQUIREMENTS
Candidate MUST possess at least a Professional Certificate, Diploma, bachelor’s Degree, any fieldAt least 2 year(s) of working experience in the related field is required for this positionPreferably Junior Executives specializing in Quality Control/Assurance or equivalentFluency in English and traditional ChineseSelf-motivated with the ability to work remotely and under pressureAble to work independently and detail oriented

Profile Summary

Type:Company Job

Role:Junior Executive

Industry:Call Center/IT-Enabled Services/BPO

Salary:Not Disclosed

Deadline:03rd Mar 2020

Company Profile

The SELLBYTEL Group is one of the world’s leading international outsourcing experts. And the diversity of our solutions is correspondingly large and individual.
By providing innovation, the SELLBYTEL Group has been assisting clients in the fields of sales, service, support, human resources, training, healthcare and back office solutions throughout the world for more than 30 years.
We not only work for global top brands, we live and breathe their products, services and solutions. Our success is based on the principles of transparency, efficiency and quality. These are the standards against which we are measured.
Come and see for yourself: our outsourcing solutions reduce costs, improve economic success and uncover new potential.

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