Call Centre Quality Assurance (E-Commerce) - with Great Benefits

Job description

• As the Quality Assurance, you'll manage monitoring, data accuracy, SOP compliance, and process adherence within the customer service team. 
• Serving as the primary liaison between the organization and the client for Quality Assurance matters, you'll develop improvement plans, conduct collaborative sessions, attend calibration meetings, generate quality assurance reports, and facilitate coaching sessions to enhance agent performance. 
• To be a Subject Matter Expert (SME) for the dedicated project assigned. 
• To manage all types of monitoring, data accuracy, SOP and Process Compliance for the customer service team.
• To be a main point of contact between organization and client for all Quality Assurance related matters.
• To provide an improvement plan for the said project. o To conduct Quality Assurance collaboration session with Supervisor. 
• Attending and conducting calibration session with client and assigned supervisor on a weekly and monthly basis. 
• To generate report on quality assurance result. o To conduct coaching sessions to improve agents’ performance. 
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of company

Requirements

• Must possess at least a SPM, Diploma, Bachelor’s Degree or higher, in any fields. 
• Have at least [2] year of experience as a Quality Analyst is required. o Be a results-driven person and adhere to tight timeline and schedule. 
• Have prior experience in the customer service industry is a compulsory. o Candidates with Six Sigma/COPC certification is highly preferred. 
• Must have proficiency in Microsoft products, especially Excel and PowerPoint. o Ability to converse and write in Mandarin will be an added advantage. 
• Able to work under minimal supervision and multitask. 
• With basic technical, software, and hardware background highly preferred.