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Quality Analyst (Customer Service)

Customer Service
Full-Time
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Bayan Baru, Penang

About The Job

 
The Customer Quality Management program includes (but is not limited) to the below responsibilities: 
  • Completion of monthly audits on Calls, Chat Logs, Emails for the frontline team members primarily based in the Penang location.
  • Educating new hires on the Quality Monitoring program, helping to support our Training Specialist guide the new hire in their development, ensuring key soft skills tollgates are passed.
  • Coordinating with team managers on how individuals are progressing with their learning. Offering support and/or working with the manager to develop individual action plans to improve soft skills or product knowledge.
  • Scheduling and managing calibration sessions and blitz days with auditors to ensure the audit team is grading fairly and correctly across regions and levels.
  • Partnering with training specialist to offer feedback on trends and key areas of opportunity based on audits completed, ensuring that feedback is woven into ongoing training programs.
  • Proactively looking for ways to improve the program, feedback loops and training programs as the organization grows. 
 
The Customer Quality Management specialists will be responsible for the monthly execution of audits for the frontline team. They will also be managing audits completed by the audit team ensuring the completion, submission and feedback loops are closed in the predefined timelines. In addition to the maintenance of the program they should constantly be looking for areas to proactively improve process and governance of the program. They will work with the Head of Service Operations, local team managers and the auditor team 

Job Requirements

 
We are looking for 2 Customer Quality Management Specialists to work closely with the Trainer in creating the key training material, identify the key differences, analyses the provided feedback. We prefer the successful candidate to be in a call-center, global business services center (or similar) environment with established customer service KPI's.  He/she needs to possess the following skills and attributes: 
  • 5+ years’ experience as a Customer Quality Management Specialists
  • Certification in soft skills/client experience/customer service preferred
  • Minimum Bachelor/equivalent degree required, Masters/Advanced Degree preferred
  • High level of diagnostic skills to quickly identify and resolve potential issues and shape the way that similar issues are resolved in the future
  • Individuals will need to have the ability to effectively communicate under a variety of circumstances leveraging product knowledge to build customer confidence and resolve issues quickly.                       
  • Excellent presentation skills and interpersonal, communication skills
  • Enthusiastic champion of delivering an exceptional customer experience
  • Prior management of quality management/monitoring programs
  • Experience delivering feedback and developing action plans for improvement
  • Exceptional organization and project management skills
  • Expertise in/understanding of expectations and cultural nuances to support a global customer service organization
  • Proven track record of developing talent and improving client satisfaction and internal QM scores
  • Excellent written and spoken English
  • Ability to train and coach non-native English speakers in written and spoken English
  • Ability to communicate with poise and confidence
  • Relationship builder who can interact with a variety of key stakeholders
  • Proactive participant in identifying new areas for program development specifically for the Penang location and for the overall Customer Service team
  • Natural team player who can operate in a global, matrixed environment
  • Ability to think strategically and embrace change
  • Proactive participant in identifying areas for improvement both in the focus area and across the service organization

Our Culture

WORLD-CLASS GBC

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  

PROVIDE INSIGHTS AND ANALYTICS

Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
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