Job Description

• Work with the TL/QM and Operations Managers in driving process improvements, feedbacks and compliance to SLA’s and SLO’s.
• Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis
• Establish controls on Transaction Processing aiming for a Zero Defect Output
• Report and Publish Transaction Quality Metrics
• Publish Dashboards
• Provide Feedback and suggestions for improvement
• GAP Analysis & Controls
• Error Analysis and Root Cause Analysis for process deviations
• Adherence & record maintenance to Internal and External QMS Audit Requirements
• Continuous Focus and Drive to meet and exceed SLAs
• Drive Organization Level Quality Initiatives
• Ability to independently lead and drive performance of a blended customer service team for a leading logistics and postal services provider
• Ensure adherence to set regulations, schedules and processes
• Ability to multi-task & work independently 
• Monitor projects/transactions and provide qualitative/constructive feedback to the team members
• Manage expectations of his team members and proactively should be able to sense their needs
• Ability to handle pressure and a natural go getter
• Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to customer
• Drive process performance to achieve and exceed SLA deliverables
• To create a conducive and stimulating environment for the team to accomplish their goals
• Manage expectations of his team members and proactively should be able to sense their needs
• Able to guide the team by implementing best practices and always lead-by-example
• Should have excellent problem solving capabilities and lateral thinking skills
  
  

Job Requirements

• SPM/ Diploma/ Graduate
• Excellent Spoken/Written English, Mandarin & Cantonese is COMPUSLORY
• Knowledge & experience of MS-Office tools
• Self-motivated team player with good interpersonal skills coupled with a solution-oriented attitude
• Applicant must be a local Malaysian
• Candidate should have excellent problem solving capabilities and lateral thinking skills
• Willingness to work in 24 X 7 work environment
• Good Knowledge of Audit and Evaluation function
• Analytical bent of mind having Knowledge of seven Quality tools.
• Ability to handle pressure and a natural go getter
• Flexibility and Availability for any ad-hoc business requirement
• Understanding of the Business situation and capability to address issues
• Minimum 3 years of experience in active Customer Service with 1 year in a supervisory role preferred
• Experience in Contact Centre/Service Desk environment

Additional Info