- Monitor large volume of inbound calls, livechats & emails on a daily basis
- Provided regular updates to team leaders, managers and Clients on quality metrics by scrubbing DSAT/CSAT
- Provide feedbacks on strength and weaknesses of agents and to recommend ways to improve performance
- Preparing for daily / weekly / monthly reports on agent performance
- Survey Subject Matter Expert (SME) and responsible to provide improvement plan.
- Compliance for the customer service team.
- Applying calibration & coaching to improve quality assurance result.
- Must have at least 1 yearsâ experience in QA - Contact Centre
- Must able to communicate in English fluently
- Above average skill handling MS office
- Must possessed at least Diploma and above
- Solid experience in effective usage of data analysis tools and statistical analysis
- Monday to Friday
- 9.00am to 6.00pm
- Basic: RM RM3500.00
- KPI allowance: up to RM500.00/month
- Attendance allowance: RM100.00/month
- Menara Tokio Marine Life, Jalan Tun Razak (KL)
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Quality Auditor
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Quality Auditor - Malaysia, Kuala Lumpur - Telecontinent Sdn Bhd
Description
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