Specialist - Quality Assurance (Mandarin and Cantonese Language Support)
You'll be sent to the company's own careers page — we don't collect applications.
About this role
The Role: * As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. * You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service. The Responsibilities of the Role: * Developing, maintaining, training and coaching the agents to enhance overall customer support. * Process review for improving the call flow efficiency and quality of call center agents (voice and e-services). * Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement. * Suggest or provide process opportunities and enhancements based on collected pain point data trends. * Identify areas for service improvement that affects customer’s experience including but not limited to top DSAT contributors. * Provide investigation, root cause analysis and case chronology when needed. * Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements. * Provide feedback to the TSM/CC manager for any opportunities on improvement. * Prepare and be part of R&R programs, arrangements and promotions. Skill Requirements: * Degree, Diploma or an equivalent professional qualification. * A high degree of integrity and professionalism with leadership traits. * Minimum 12 months in the current position with excellent disciplinary and performance track record. * Dynamic, highly motivated and result oriented team player with good interpersonal skills. * Ability to work in a challenging environment with good initiative and able to work independently. * L2.0 Technical expertise is an advantage. * Excellent command of spoken, written in English, Mandarin and Cantonese. The Package : * Attractive Salary (RM4,500 – RM6,500). * Performance related bonus for confirmed staff. * Annual Leave 15 days. * Medical Leave 14 days. * Medical and hospitalization coverage. Experience Required : * Associate Location : * Kuala Lumpur, WP, Malaysia. Employment Type : * Full Time.