jobs in Envo BPO Services Sdn Bhd

QA Customer Contact Center

SSM No : 846737-D

MYR3,000 - MYR4,000 Per Month

Petaling Jaya, Selangor

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Posted a month ago • Closing 23 May 2024

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Requirements

Requirements

  • Experience in the customer service field
  • Proven track record of analytical skills
  • Hands-on experience in quality assurance
  • Great people skills and ability to communicate (negative) feedback
  • Good organizational skills, knowledgeable in goal-setting practices
  • Examples of data visualization abilities and understanding of support metrics
  • Perception of basic business metrics and how support impacts those
  • Problem-solving capabilities to create meaningful strategies to improve support quality.

Responsibilities

Responsibilities

  • Maintain and develop internal support and call center quality standards
  • Review a subset of support agents’ conversations (calls, emails, chat, etc) on Klaus
  • Assess support interactions based on internal standards
  • Accompany evaluations with meaningful and constructive feedback
  • Discuss and explain feedback with agents in regular meetings
  • Analyze all customer service metrics (e.g. CSAT, FRT, QS) and how the support team’s performance affects those KPIs
  • Create strategies to improve support KPIs
  • Help agents improve their performance with specific instructions and constant support
  • Map the need for training and onboarding programs and initiate these projects
  • Monitor customer service performance on the agent and team level
  • Create reports that reflect support performance
  • Report support team’s performance to higher-ups
  • Participate in calibration sessions to maintain consistency in internal evaluations
  • Contribute to the team culture in a positive manner.

Benefits

Benefits

- EPF

- SOCSO

- Medical benefits

- Annual Leave

- Attractive salary

Additional Benefits

  • Annual Leave
  • EPF / SOCSO / PCB
  • Training Provided
  • Performance Bonus
  • Allowance Provided
  • Medical and Hospitalisation Leave
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About Company

jobs in Envo BPO Services Sdn Bhd

Envo BPO Services Sdn Bhd Envo BPO Services Sdn Bhd is top company

Customer Service / Helpdesk

About Company

jobs in Envo BPO Services Sdn Bhd

Envo BPO Services Sdn Bhd Envo BPO Services Sdn Bhd is top company

Customer Service / Helpdesk