ROLE: QUALITY ANALYST
CAMPAIGN: IEIT
DUTIES AND RESPONSIBILITIES:
1.Monitor Technical Support Agents' transactions to ensure accuracy and adherence to documented guidelines and handling procedures.
2.Ensure that Technical Support Agents consistently deliver optimal service.
3.Provide ongoing coaching, mentoring, and development to help Technical Support Agents excel in their performance.
4.Conduct transaction audits and prepare case analyses to identify root causes of deviations.
5.Accurately prepare and submit daily, weekly, and monthly Quality Performance reports within stipulated timelines.
6.Organize and participate in monthly call calibration sessions with internal and external stakeholders.
7.Define action plans and implement or reengineer processes to achieve measurable improvements and meet efficiency targets.
8.Actively develop and execute action plans for continuous improvement in quality scores across all Technical Support Agents.
9.Proofread and ensure all reports, presentations, and communications comply with established guidelines.
REQUIREMENTS:
1.Fluent in both English and Bahasa Malaysia.
2.Bachelor’s degree in any field.
3.At least 1 year of experience in Quality, Training, or Technical roles (experience in BPO is an advantage).
4.Proficient in quality assurance functions, with the ability to develop and implement QA programs.
5.Service- and technical-oriented, with a strong focus on transaction quality and the development of Technical Support Agents.
6.Excellent communication skills, with the ability to influence and drive quality assurance initiatives.
7.Results-driven, with the ability to meet deadlines and continuously improve processes.
SALARY:
Basic RM4200 - RM4500
WORKING HOUR/DAY:
24-hour rotational shift | Monday - Sunday
LOCATION:
Plaza Sentral, Kuala Lumpur
START DATE:
9th October 2024
Job Types: Full-time, Permanent
Pay: RM4,200.00 - RM4,500.00 per month
Benefits:

• Additional leave
• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Evening shift
• Night shift
• Rotational shift

Education:

• Bachelor's (Preferred)

Language:

• English (Required)
• Bahasa Melayu (Required)

Expected Start Date: 10/09/2024