Quality Assurance Executive

Alphatel Global Sdn Bhd

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Full Time, Work from Home (Remote)

Petaling Jaya, Selangor

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Posted 3 days ago • Closing 17 Aug 2022

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Requirements

The Role:

The Quality Assurance Executive is to use defined quality processes as a based to monitor the quality of work from the Customer Service Team to all the company customer and provide constructive feedback for improvement for planning and executing the overall quality administration to meet process requirements. 

 

Requirements: 


  • Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in any field.
  • Minimum 2 years’ experience in same or relevant field.
  • Required Language (s): English and Mandarin (written and spoken).
  • Required Skill(s): Microsoft Office, Google Drive, Report writing.
  • Excellent interpersonal, communication and presentation skills.
  • Able to work in shift, irregular and weekends and public holidays.

Responsibilities

  • Perform monthly live chat and historical chat monitoring, evaluate, and generate chat rating report to the Customer Service Manager and Senior Operation Manager.
  • Conduct training session to cater improvement on chat quality rack, follow up and perform calibration in chat quality on recommended action.
  • Assist Customer Service Manager in design of chat monitoring formats and quality standards, coordinate to discuss individual staff performance.
  • Track, follow up and perform calibration in chat quality on recommended action.
  • Assist Customer Service Manager in design of chat monitoring formats and quality standards, coordinate to discuss individual staff performance.
  • Create and improve quality assurance guidelines and SOP.
  • Conduct one to one or one to all coaching with the customer service representative for quality improvement.
  • Monitor all company’s platforms for any misconduct message and information such as live-chat, Whats-app, We-chat etc
  • Monthly customers feedback and complaints reporting.
  • Perform CSAT survey and Mystery shopping on behalf of client and prepare report for Top Management.
  • Manage and execute that have be assign by Team Leader.   

Benefits

  • Hybrid working.
  • Medical Insurance.
  • Young energetic environment.
  • Excellent career growth path.
  • Well Balanced Life as ONLY working for 5 days (10am-7pm) in a week

 

Additional Benefits

  • Annual Leave
  • EPF / SOCSO / PCB
  • Performance Bonus

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About Company

jobs in Alphatel Global Sdn Bhd

Alphatel Global Sdn Bhd

Call Center / BPO

View Company ▶

About Company

jobs in Alphatel Global Sdn Bhd

Alphatel Global Sdn Bhd

Call Center / BPO

View Company ▶