Job Description

• Responsible in managing all types of monitoring, data accuracy, SOP and Process Compliance and training for the customer service team
• Main point of contact between organization and client for all Quality Assurance related matters
• Responsible to provide improvement plan for the project
• Do quality monitoring and scoring, initiate and create rule for quality improvement process in the project
• Report & analyse the performance of quality to Superior/Manager completely and comprehensively with some feedback, insight, recommendation and action plan to improve the quality of the project
• Conducting Quality Assurance collaboration session with client and assigned Supervisor on a monthly basic
• Creating and to maintain training curriculum, training materials, assessments/exams, prior to obtaining final approval from the client
• Managing all training schedule for any additional training prior to obtaining final approval from the client 
• Submitting all training results with action plans to client

Job Requirements

• Candidate must possess at least Professional Certificate, Diploma/ Advanced/Higher/ Graduate Diploma, Bachelor’s Degree/Post Graduate Diploma/Professional Degree in any field.
• Added advantage for those who has attended "Train The Trainer" program and get certification . 
• At least 2 Year (s) of working experience in call centre or BPO environment
• Candidates with supervisory skills or experience in team leader are encourage to apply
• Must have proficiency in Microsoft products, especially Excel and Powerpoint
• Excellent communication in English and Bahasa Malaysia and Mandarin – written and verbal
• Required Skill(s): leadership, call center management, time management, excel, reporting skills
• Preference will be given to those who can commence work on short notice

Company Benefits

Additional Info