Quality Analyst (Customer Service)
Clarivate (Malaysia) Sdn Bhd
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RM 4000 - RM 6000
Bayan Baru
Full-Time
Job Description
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
Company Benefits
Fun & Engaging Team!
Our team is fun, happy and energized! We practice open communication, healthy team work environment!
Global Exposure
You would learn about global exposure if you join us! You are in the trending industry like Data Analytics and Life Sciences!
Awesome Medical Benefits
Excellent medical benefits all for employees!
Awesome Type of Leaves
We recognize >17 local and regional public holidays! We recognize hard work - we have replacement holidays too! Women get 3 months maternity and more!
Attractive Remuneration
We provide attractive packages for the best hire! We provide extra 3% EPF contribution to all!
Additional Info
Experience Level
1 - 15 Years of Experience
Job Specialisation
Customer Service
Company Profile
Clarivate (Malaysia) Sdn Bhd
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 CPA. 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 8,500 colleagues in 40 countries and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the tickers NYSE: CLVT.
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.
Quality Analyst (Customer Service)
Clarivate (Malaysia) Sdn BhdRM 4000 - RM 6000
Bayan Baru
Full-Time
This job is no longer available