Quality Assurance Analyst - Selangor, Malaysia - SummitNext Technologies Sdn Bhd

SummitNext Technologies Sdn Bhd

Verified Company

Selangor, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

We, SummitNext Technologies Sdn. Bhd. is a BPO and Technology Solutions provider located in PJ, Selangor, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Quality Assurance Analysts
, providing unrivalled support to our clients.

Position
Quality Assurance Analyst (Mandarin Support - Dataran Prima, PJ)

Requirements:

Bachelor's degree or equivalent diploma in any discipline
Maintain and develop internal support and call center quality standards
Assess support interactions based on internal standards
Accompany evaluations with meaningful and constructive feedback
Discuss and explain feedback with agents in regular meetings
Analyze all customer service metrics (e.g. CSAT, FRT, QS) and how the support team as performance affects those KPIs
Create strategies to improve support KPIs
Help agents improve their performance with specific instructions and constant support
Map the need for training and onboarding programs and initiate these projects
Monitor customer service performance on the agent and team level
Create reports that reflect support performance
Report support team as performance to higherups
Participate in calibration sessions to maintain consistency in internal evaluations
Contribute to the team culture in a positive manner.
Proven track record of analytical skills
Handson experience in quality assurance
Great people skills and ability to communicate (negative) feedback
Good organizational skills, knowledgeable in goalsetting practices
Examples of data visualization abilities and understanding of support metrics
Perception of basic business metrics and how support impacts those
Problemsolving capabilities to create meaningful strategies to improve support quality.