全职 Junior Quality Control 工作, 薪水, Rock Wing Capital Sdn.Bhd WP Kuala Lumpur 公司招聘中 - Ricebowl

Job Summary:

The Junior Quality Control (QC) Officer is responsible for monitoring and evaluating Customer Service (CS) , Telecollection (TC), KYC interactions to ensure compliance with company policies, regulatory requirements, and quality standards. This role also supports continuous improvement initiatives, including adhoc projects and AI-driven quality enhancements, to improve overall operational performance.

Key Responsibilities:

• Monitor and review recorded and live calls, SMS, and email  for Customer Service, KYC and Telecollection agents

• Evaluate interactions based on quality scorecards, scripts, and compliance standards

• Ensure adherence to company SOPs, regulatory guidelines, and call handling protocols

• Identify errors, misconduct, or non-compliance issues and escalate appropriately

• Provide clear, constructive feedback and coaching points to agents and team leaders

• Prepare and maintain QC reports, scorecards, and performance analysis (daily/weekly/monthly)

• Participate in calibration sessions to ensure scoring consistency across teams

• Identify training gaps and support continuous quality improvement initiatives

• Track recurring issues and recommend process or workflow enhancements

Additional Responsibilities (Adhoc & AI Integration):

• Support adhoc tasks, projects, and operational initiatives as assigned by management

• Assist in process improvement and system enhancement initiatives

• Participate in implementation, testing, and rollout of new tools and systems

• Support AI-driven initiatives such as call analytics, chatbot monitoring, and automation tools

• Review and validate AI-generated quality assessments for accuracy and consistency

• Provide insights and feedback to improve AI models and system performance

• Assist in training and guiding teams on new technologies and AI tools

• Collaborate with internal stakeholders (Operations, Training, IT) for system integration and improvements

Requirements:

• Diploma or Degree in Business, Communications, or related field

• Fresh graduates are encouraged to apply

• Basic understanding of Customer Service and/or Telecollection operations

• Strong listening skills with high attention to detail

• Good analytical, reporting, and problem-solving skills

• Effective communication skills (spoken and written)

• Ability to handle sensitive and confidential information

• Proficient in Microsoft Office (especially Excel and Word)

Additional Requirements (AI & Adaptability):

• Basic knowledge or strong interest in AI tools and automation in a contact center environment

• Tech-savvy with the ability to quickly learn new systems and tools

• Strong analytical mindset to interpret data and AI-generated insights

• Flexible, proactive, and adaptable to changing priorities

• Continuous improvement mindset with a willingness to take on new challenges

Preferred Skills:

• Experience in call center, customer service, or telecollection is an advantage

• Familiarity with QA/QC scorecards and call monitoring tools

• Knowledge of compliance and regulatory practices (e.g., collections guidelines)

• Experience in coaching or providing performance feedback is a plus

Working Conditions:

• Office-based