Senior Executive - Quality Assurance

Division | CRM
Location | Kuala Lumpur
Experience | Minimum 3–5 years
Vacancies | 2 positions

Closing date | 29 April 2010

Responsibilities

• Promote quality achievement and performance improvement throughout the service provider interaction centre
• Set QA compliance objectives and ensure that targets are achievable by the service provider
• Define quality process and procedures throughout the interaction centre operation
• Identify relevant quality-related training needs and deliver training
• Collate and analyse performance data and charts against defined KPIs
• Ensure customer feedback is provided with corrective and preventive action
• Monitor performance of interaction centre and provide improvements to the service provider
• Regularly conduct group listening sessions (GLS) and individual listening sessions (ILS) for the continuous improvement of CSR activities
• Provide support to the Manager – Quality Assurance as and when required

Job Requirements

• A minimum of 5 years' relevant work experience in quality assurance or 3 years' relevant work experience in the call centre industry
• An in-depth understanding and experience of quality assurance standards
• Ability to identify CSR performance and training required, capable of planning for training sessions with demonstrated skill in monitoring quality performance in the interaction centre
• Ability to provide process improvements for escalated cases in a professional and timely fashion
• Ability to deal with difficult situations in a friendly manner, striving to find a speedy solution
• Independent, self-motivated and able to work with minimum supervision

Skills Required

• Excellent communication and interpersonal skills – both verbal and written skills
• Well-developed analytical skills which clearly identify and define issues on quality elements