Responsible for conducting daily, weekly, monthly and quarterly Quality Monitoring and Feedback sessions (voice and non-voice transactions) for overall Customer Service department and develop plans and strategies to exceed customer experience and quality deliverance to customers.

  • To accurately conduct Call and/or Email Monitoring and Feedback sessions for CSE and OSE on a monthly and/or weekly basis as specified by the Head of Cust Care.
  • To collate and document Call/Email monitoring results, analyze and recommend opportunities to Assistant Managers (AM) & Team Leaders (TL) for continuous improvement on a monthly basis.
  • To assist AM & TL by translating Call/Email monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
  • To convey issues and positive reinforcement on Quality concerns to Cust Care Operations Management.
  • Dealing with and being able to communicate and adapt to different people and diverse personalities with a view to improve quality performance.
  • Ability to multi-task and to work around scheduled datelines within a constantly changing and dynamic environment.
  • Ability to prioritize their daily tasks and responsibilities according to set datelines and requirements.
  • Conducting Monitoring (Call/Email) and Coaching
  • Call Monitoring and related Report
  • Analysis, Evaluation and Measurement
  • Assessment and Administrative Activities
  • Buzz sessions and other Tasks

REQUIREMENTS FOR THE ROLE:

  • SPM / Diploma holder with at least minimum 1 year relevant working experience, preferably in Customer Service / Contact Centre environment.
  • Proficient in MS Office
  • Good command of both written and spoken English and Bahasa Malaysia.
  • Advantage for those whom have good command in spoken and/or written Mandarin and Cantonese
  • Possess exceptional Telephone and Customer Service skills in handling Inbound/Outbound calls and/or Emails.
  • Possess strong communication and interpersonal relationship skills.
  • Possess the ability to collate data, analyses trends and basic problem solving skills towards making appropriate recommendations for continuous Quality improvement.
  • Demonstrates effective teamwork towards fostering constructive working relationships within intra and cross-functional teams.

BENEFITS:

  • Attractive salary
  • Probation period is 3 months
  • Performance related allowance for confirmed staff.
  • Annual Leave 12 days
  • Medical and insurance coverage.