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Job Description:
Essential Functions/Core Responsibilities
Responsible for monitoring contacts
Responsible for preparing and providing feedback to agents
Data analysis and making designated reports/decks
Participating in internal & external calibrations
Communication to heighten awareness and focusing on importance of positive customer experience
Making recommendations and driving improvement Ensuring that internal policies, procedures, and compliance regulations are being followed
Reduce learning curve and help enhance product/process knowledge of new joiners
Ensuring that internal policies, procedures, and compliance regulations are being followed
Collaborating in efforts to improve QA practices
Working closely with the performance team to run and develop.
Requirements:
Min. diploma/bachelor’s degree graduates, preferably from communication.
Experienced at least 1 year experience in QA for Inbound Customer Service
Have good analytical and logical skills.
Being proactive and have a high sense of persuasive manner.
Good communication skill in English (both spoken & written)