Quality Assurance Executive (Call Centre)
RESPONSIBILITIES
- To conduct call monitoring on the calls that have been made by the respective telemarketers to ensure sales obtained comply with tele-script and product features
- To objectively assess and provide constructive feedback on the quality of phone handling skills of telemarketers according to preset criteria
- Hold regular calibration sessions with the call centre counterparts, provide constructive criticism and feedback on vital areas of call quality and performance
- Communicate and report regularly to Training / Operation Manager / Campaign Managers on areas to improve quality
- Continuously review and fine-tune the call centre quality assurance scheme to ensure it meets with the business requirements and customer expectations
- Benchmark our quality standard with the market trend on an on-going basis
- Hold briefing sessions with telemarketers to ensure the quality objectives of call centre and quality assurance scheme are adequately communicated
- Track daily productivity
REQUIREMENTS
- Candidates must possess at least a Higher Secondary, STPM, A Level, Pre-U, Professional Certificate, Diploma or Advanced/Higher/Graduate Diploma in any field
- Required language(s): Bahasa Malaysia, English.
- Preferably Junior Executives specializing in Quality Control / Assurance or equivalent
- Fresh graduates/ Entry level applicants are encouraged to apply
- Computer literate
- Must be able to work in a fast paced, ever changing environment with a sense of urgency.
- Strong ability to multitask, excellent organizational and analytical skills with attention to detail.
- Effective listener with the ability to monitor large volume of calls on a daily basis ensuring service and accuracy.
- Excellent oral, written and interpersonal communication skills.
- Basic Salary + Incentive
- Relevant training will be provideD
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