Jobs

    Call Center Quality Assurance Analyst - Malaysia - Private Duty Staffing

    Private Duty Staffing
    Private Duty Staffing Malaysia

    5 days ago

    Default job background
    Full time
    Description
    Company Description:

    nPowered Global INC is a multifaceted corporation made up of a diverse collective of business entities. Our niche for Global reach and business unification represents why we stand out among the rest. Maintaining business operations around the globe for 24 years, has provided significant growth and alliances that create resources and strengthen our economy, our local governments, cities, and neighborhoods. Our extensive history in international partnerships with other corporations help to build a solid foundation in today's economy.

    Brief Description

    This role will be responsible for monitoring the customer care and customer experience through real-time and scheduling best practices. The ideal candidate will be able to support a high-performing Customer Advocate team through understanding operational metrics and optimizing the customer experience. As an employee of nPowered Global INC, you will actively contribute to the development and delivery of our services, products, and customers. Our global relationships provide opportunity for to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success.

    Personnel of this role will work directly with first line management and report directly to the Executive board. Personnel of this role will be the key factor in maintaining positive and effective work environment across departments as well do some assistance to the Executive board.

    Duties & Responsibilities
    • Call monitoring and audits.
    • Proficient in the English language (Reading, Speaking & Writing)
    • Cross-functional liaison between Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory, Customer Experience and other departments as needed to create accurate call volume forecasting, and data models.
    • Oversee and execute real-time workforce administration and application of capacity planning models within the system and department.
    • Represent Customer Care by providing input when working cross functionally to develop staffing and forecasting requirements as they relate to a positive customer experience.
    • Effectively communicate workforce trends, reporting analytics and customer feedback to the organization with appropriate suggestions/recommendations for changes
    • Monitoring call volume and queue performance to achieve ASA/Service Level goals.
    • Producing reports according to deadlines, including but not limited to attendance, intraday/end of day performance, and other ad hoc reports as assigned.
    • Generating, analyzing, and optimizing schedules on a weekly basis to support the business initiatives such as training, coaching, team meetings, etc.
    • Developing strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.

    Qualifications And Requirements

    • High School Diploma, GED, or equivalent education required.
    • Bachelor's Degree preferred.
    • Proficient in Hubstaff, Zoom Phone or other WFM applications preferred.
    • Strong organizational skills with acute attention to detail.
    • Superior interpersonal skills with the ability to communicate clearly and concisely, across and up the organization.
    • Reliable deadline and task management skills.
    • Ability to diagnose, solve problems, and present findings to leadership.
    • Experience working with all levels of management.
    • Ability to execute under pressure in a fast-paced team environment.
    • Ability to self-motivate and work under minimal supervision.

    To work from home, you must have:
    • Dedicated, uninterrupted and quiet space to work
    • High speed home internet (internet testing will be required during interview process to confirm minimum internet speed requirement is met)
    • Smartphone: app used for verification

    Competencies (In order of Importance)
    • Attention to detail – job requires being careful about detail and thorough in completing task
    • Integrity – Job requires being honest and ethical
    • Dependability – Job requires being reliable, responsible, and dependable, and fulfilling obligations
    • Stress Tolerance – Job requires accepting criticism and dealing calmly and effectively with high stress situations
    • Achievement/Effort – Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks
    • Cooperation – Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

    Salary: $700 USD (Monthly) + $300 bonus potential

    Performance based bonuses after 90-day probationary period

    Powered by JazzHR

    SYpakd4A4G
  • CIMB Group

    Gsd - Ea - Wb Enterprise Architecture My (Ocm 24

    6 days ago

    CIMB Group Malaysia

    **Job Purpose ** · - Play a crucial role in analyzing and documenting business processes, identifying system requirements, and supporting the cards refactoring project in ensuring the successful replacement of our current cards platform, enhancing customer experience, and optimiz ...

  • Turnkey Lender

    Business Process Automation Analyst

    1 week ago

    Turnkey Lender Malaysia

    Location: Malaysia, Singapore · The Business Process Automation Analyst / Business Systems Analysts (Intelligent Process Automation) will be gathering project requirements as well as creating, designing, developing, and participating in the successful implementation of intelligen ...

  • Fraction IT Solutions

    Cloud Developer

    5 days ago

    Fraction IT Solutions Malaysia

    Exp: 2-9 Yrs · Location: Malaysia · Client: One of the reputed bank of South East Asia. · Packages: As per industry standard · **Roles & Responsibilities**: · Cloud computing continues to allow us to modernize and consolidate IT infrastructure, · automate workloads, and pursue ne ...

  • Chubb

    Test Analyst

    5 days ago

    Chubb Malaysia

    As a Test Analyst, you are expected to handle multiple QA projects/tasks and adhere to Chubb's standard project implementation process with mínimal supervision. Provide prompt updates on testing progress to supervisor and project key stakeholders. Identify and propose ways to con ...

  • Air Asia

    Senior Quality Analyst

    5 days ago

    Air Asia Malaysia Full time

    · Job Description · We are seeking a meticulous Senior Quality Analyst to join our dynamic team. The ideal candidate will be responsible for ensuring the quality and reliability of our software products through comprehensive testing and analysis. As a Senior Quality Analyst, you ...

  • Persolkelly

    Telco || Technical Business Analyst (PJ)

    2 weeks ago

    Persolkelly Malaysia Full time

    Responsibilities /Accountabilities: · Capture and translate business requirements into system requirements for IT/Digital teams, including clarifying and documenting requirements from business users, and interfacing between Product and technical teams. · Work collaboratively with ...

  • PropertyGuru Group

    Senior Quality Analyst

    5 days ago

    PropertyGuru Group Malaysia Full time

    Responsibilities:Liaising with business users, business analysts and engineers to ensure that planned testing meets their requirements. · Executing test cases for new projects and products and their enhancements. · Tracking progress of allocated test designs and test cases to ens ...

  • Air Asia

    Executive, Quality

    5 days ago

    Air Asia Malaysia Full time

    · Job Description · Summary: · This role supports resolution by providing quality, timely, and effective audit data findings for customer support via AirAsia's various digital channels. · What You'll Champion: · Conduct monthly quality audits based on system data and existing ...

  • Air Asia

    Intern - Quality Assurance

    5 days ago

    Air Asia Malaysia Full time

    · Job Description · YOUR ROLE AS A: · Quality Assurance under AirAsia's Santan is upholding the high standards of quality and excellence associated with our inflight experience. Your role involves ensuring the accuracy and integrity of stock levels, particularly during opening a ...

  • Air Asia

    RPA Developer

    1 week ago

    Air Asia Malaysia Full time

    · Job Description · Key Responsibilities - RPA Development: · RPA Developer designs and develops new processes and enhancements using core workflow principles within the RPA technology · Analyze new process automation candidates, quickly assessing the feasibility and accurately ...

  • Air Asia

    Customer Happiness Executive

    5 days ago

    Air Asia Malaysia Full time

    · Job Description · Summary: · This role is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email. Here's what an ordinary day looks like : · What You'll Champion: · Provide quality an ...

  • ManpowerGroup Malaysia

    System Analyst

    1 week ago

    ManpowerGroup Malaysia Malaysia Full time

    Role: System Analyst · Job Description As a System Analyst, you will be at the forefront of maintaining system efficiency and reliability through proactive health checks and issue resolution. Your role is critical in understanding our business operations to identify and solve p ...

  • APAC Michael Page

    Finance Analyst

    2 weeks ago

    APAC Michael Page Malaysia Full time

    The Analyst for Global Test Team (GTT) will be accountable for the Member Firm (MF) testing within the Asia Pacific region and globally. · In this visible and interesting role, you'll leverage accounting or finance background to test with the offshore team, MF test team, and S/4 ...

  • E2open

    Revenue Analyst

    5 days ago

    E2open Malaysia Full time

    Job Overview · The Revenue Analyst is responsible for the revenue accounting process for assigned areas. This position will perform monthly and quarterly close activities for revenue, reconcile and validate revenue, prepare required journal entries, analyze data, and prepare rep ...

  • 21 DexCom Malaysia Sdn Bhd

    Director Quality Assurance

    1 week ago

    21 DexCom Malaysia Sdn Bhd Malaysia Full time

    Director Quality Assurance page is loaded · Director Quality Assurance · Apply remote type Assigned Desk locations Penang, Malaysia time type Full time posted on Posted 2 Days Ago job requisition id JR104509 About Dexcom · Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develop ...

  • Spencer Ogden

    Product Manager

    1 week ago

    Spencer Ogden Malaysia

    Position Overview: As a Product Manager at Envana, you will play a crucial role in bridging the gap between our technical development teams and our product needs. You will collaborate with stakeholders, including clients, product managers, software engineers, and quality assuran ...

  • CIMB

    Vice President, Decision Management MY

    2 days ago

    CIMB Malaysia Full time

    Manages the demand and delivery of business requests. · Conduct prioritization and roadmap of all submitted business requests. · Gather and understand business requirement of the new request. · Perform impact analysis and effort analysis on new requests. · Work with IT team t ...