Quality Assurance Specialist

Zeal Group

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Full Time

Petaling Jaya, Selangor

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Posted 7 days ago • Closing 15 Sep 2021

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Requirements

  • Degree holder in any discipline. Major in Finance, Economics or business-related are preferred.
  • More than 5 years of relevant experience in call centre, quality assurance and call coaching.
  • Experience gained in FX/Finance industry will be an added advantage.
  • Proficient in Microsoft Office (Words, Excel, Powerpoint) and English & Mandarin word processing
  • Good facilitative communication, detail oriented, creative thinking, organisational skill, strong interpersonal relations and good evaluation skill.
  • Fluent in English, Mandarin (verbal and written).
  • Must be able to work on shifts.

Responsibilities

  • Responsible for ensuring Customer Service Associates meet the established standards of quality that has been set by the department.
  • Adhere and support Quality Assurance framework, standards, programs and curriculum for Customer Service team, with periodic adequacy reviews in place.
  • Ensure proper implementation of Quality Assurance program in accordance with standards set for the department.
  • Evaluate the quality of responses and identify area of improvements for the team.
  • Device sampling procedures and directions for recording and reporting quality data.
  • Collect, compile and analyse customer sentiment to identify areas for improvement to enhance customer experience.
  • Develop, recommend and monitor corrective and preventive actions.
  • Identify training needs and collaborate with trainers to organise training interventions to meet quality standards.
  • Run quality assurance benchmarking sessions to ensure consistency and fairness when assessing samples.

Benefits

  • International financial institution
  • Attractive salary package
  • Vibrant and multinational working environment
  • Regular company event and free refreshment
  • Global project exposure


Additional Benefits

  • 5 Working Days
  • Bonus

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Zeal Group

Customer Service / Helpdesk

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About Company

jobs in Zeal Group

Zeal Group

Customer Service / Helpdesk

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