Quality Assurance Agent

Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Quality Assurance Agent to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibility

• Assess and rate inbound and outbound calls according to company quality standards;

• Communicate results to agents and supervisors on a daily basis, and provide feedback;

• Consolidate agent scores and draft monthly team report;

• Provide consolidated feedback to managers and supervisors on a monthly basis;

• Be able to communicate with agents and supervisors across Asian team.

Requirements

• Diploma or Degree in Business, Communications, Customer Service, or related field;

• Minimum 1–3 years of experience in Quality Assurance, Call Centre, Customer Service, or related environment;

• Experience in monitoring and evaluating inbound and outbound customer service calls;

• Strong understanding of quality assurance processes, scorecards, and performance metrics;

• Good communication and interpersonal skills to provide constructive feedback to agents and supervisors;

• Proficient in Microsoft Excel, PowerPoint, and reporting tools;

• Detail-oriented with strong listening and analytical skills;

• Able to work independently and manage multiple tasks within deadlines;

• Experience working in regional or multicultural teams is an advantage;

• Knowledge of customer service KPIs and compliance standards;

• Experience in contact center quality monitoring tools.