Join Teledirect Malaysia as QUALITY ASSURANCE EXPERT and ACCELERATE YOUR CAREER!Teledirect Telecommerce is seeking the best talent to support the internet giant’s business in Malaysia and you will be part of the largest, dynamic and diverse team. Your workplace will be in our ultra-modern offices in KL Sentral, accessible, safe with recreational activities and closest to trains buses and all forms of transport.As Quality Assurance Expert, you are responsible for implementation of inspecting activities, detection of problem areas, provide in-depth analysis and delivering quality inspection outcomes. Responsible for ensuring a product or service meets the established standards of quality including reliability, usability and performance.Job Responsibilities:Monitor Product Support Agents transactions, calls and review emails for accuracy of information and call handling standards.To have Operational Experience through taking call, emails and/or live chatElaborate, recommend and oversee improvement actions by providing in-depth insights of agents Quality performance based 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 Standards.Record evaluations utilizing departmental quality monitoring forms.Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standardsProvide reports and in-depth analyses to Supervisors and the Manager with regular performance feedback on the agents.Participates in the design of quality monitoring forms and quality standards.Participate in customer and client calibration sessions to identify customers needs and expectations.Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organizationBasic Requirements:Candidate must possess at least a Diploma and/or Bachelor s Degree,Flawless verbal communication skills in English language is essential.Minimum 2 years’ experience of experience performing Quality Assurance in a call center environment preferred.Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptionsKnack for implementation of corrective action programsKnowledge of Quality terms, tools, and methodologiesDemonstrated ability to train and develop new and existing support agents.Flexible, detailed, and able to successfully adapt to change.Key Skills:Analytical skillsPresentation skillsThoroughnessProblem-solving and decision-making skillsCustomer service competencyAbility to work in teamOutstanding verbal and written communication skillsJudgementApplicants with both Quality Assurance experience in a contact center environment & Sales Background are highly encouraged to apply!
Type : Company job
Role : Junior Executive
Industry : Call Center/IT-Enabled Services/BPO
Salary : MYR 4,000 - 5,000
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.
Join us now!