Admin Executive

Ampang, Kuala Lumpur, Malaysia

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Admin Executive reviews interactions to measure adherence to according to the company\'s policies, processes and SLAs. This role is a flag bearer for a company brand and evaluates interactions with an objective of improving overall customer experience.

Duties and responsibility but not limited to:

Record, update and maintain the QA inspection reports.
Reviewing a team of front-line agents across channels like Live Chat, Call & Email for transaction quality and SOP adherence for Customer service.
Collaborate with the Quality Manager to identify trends, process gaps and agent/customer struggles.
Recommend process improvements based on QA findings, and QA data. Hence, perform analysis to identify root cause of customer pain & flag potential issues.
Uses a quality monitoring data management system to compile and track performance at team and individual level.
Participate in market research to identify customer needs and expectations for improvement.
Reviewing a team of front-line agents across channels like Live Chat, Call & Email for transaction quality and SOP adherence for Customer service.
Validate numerical data and calculations to ensure accuracy and consistency in financial records and reports.
Perform other duties as assigned.

*Only shortlisted will be notified via call, text or email.

Benefits

Additional Benefits

Ricebowl

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