Hiring For Quality Assurance Officer (QA) in Bangsar South, Kuala Lumpur

Requirements

Experience in the customer service space

Proven track record of analytical skills

Hands-on experience in quality assurance

Great people skills and ability to communicate (negative) feedback

Good organizational skills, knowledgeable in goal-setting practices

Examples of data visualization abilities and understanding of support metrics

Perception of basic business metrics and how support impacts those

Problem-solving capabilities to create meaningful strategies to improve support quality.

Responsibilities

Maintain and develop internal support and call center quality standards

Review a subset of support agents’ conversations (calls, emails, chat, etc) on Klaus

Assess support interactions based on internal standards

Accompany evaluations with meaningful and constructive feedback

Discuss and explain feedback with agents in regular meetings

Analyze all customer service metrics (e.g. CSAT, FRT, QS) and how the support team’s performance affects those KPIs

Create strategies to improve support KPIs

Help agents improve their performance with specific instructions and constant support

Map the need for training and onboarding programs and initiate these projects

Monitor customer service performance on the agent and team level

Create reports that reflect support performance

Report support team’s performance to higher-ups

Participate in calibration sessions to maintain consistency in internal evaluations

Contribute to the team culture in a positive manner.