Job Description

About Setel: The Future of Mobility Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists\' journey across fuelling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants. Role Purpose: We are seeking an experienced and detail-oriented QA and Training Manager to join our Customer Support team. The QA and Training Manager will play a pivotal role in ensuring the delivery of high-quality customer support services by implementing effective quality assurance processes and providing comprehensive training programs. The ideal candidate should have a strong background in quality assurance, training methodologies, and a passion for fostering a culture of continuous improvement. In this role you will: Team Management: Lead and manage the QA team, and provide guidance and performance feedback to the team, enabling them to achieve their targets and professional growth. Coordinate and communicate clear goals, metrics, and performance indicators for the team, regularly reviewing and optimizing processes to maximize efficiency, revenue growth, and customer success. Quality Assessment (QA) Introduce and manage initiatives related to quality assurance audits, driving efficiency and automation while maintaining high standards. Carry out all activities related to monthly Quality Assessment (Live Chat and Email), to measure the quality of customer service delivery in accordance to quality monitoring standards including: QA administration i.e. preparing scorecard template, report etc. Listen to and evaluate calls/email i.e. to retrieve customer interaction records to evaluate the quality of customer service delivery in accordance to quality monitoring standards. Use a quality monitoring data management system to compile and track performance at team and individual level. Prepare and analyze internal / external quality reports for CX Management review. Prepares and analyzes results to identify gaps, recommend appropriate interventions & execute interventions. Lead calibration sessions to maintain and align with internal evaluation scoring and matrix between QAs & agents. Implementation of Promote Quality Standards program Responsible for constantly improving the service quality in Customer Support Utilize data analysis to identify areas of opportunity for training and coaching to enhance quality across operations. Ensure CSAT/MSAT/NPS drivers are understood and drive the team to achieve it To motivate, lead and coach Level 1 and Level 2 agents to ensure consistent achievement of Quality Assessment score. Develop and implement activities to improve staff performance and work environment morale Conduct briefings/training for QA, Level 1 agents. Review compliments for identifying good performance and recognitions Review complaints to identify gaps, recommend appropriate interventions & execute interventions. Conduct and assist to develop modules for soft skill training. Documentation Of WPMs/guidelines/other Materials Develop and document all Work Process Management (WPM) procedure manuals and guidelines Perform periodic review and revise on manual/guideline/other materials related to QM to ensure it is up-to-date at all time and enhance the operational/service efficiency and effectiveness. Training and Development Design and implement comprehensive training programs for new and existing customer support team members. Recruitment & Onboarding - Facilitate the recruitment & onboarding process for new support agents, ensuring a smooth transition into their roles. Continuous Learning - Develop ongoing training initiatives to keep support agents informed about product updates, industry trends, and customer service best practices. Performance Coaching - Provide coaching and mentoring to support agents to enhance their skills and performance. Organize Quiz, fun activities, gamification method to encourage agents to adopt the changes in QA system Process Improvements Drive process improvements projects with quantifiable impacts. Collaborate with CX leaders to identify and implement strategies for improving operational quality. Provide reports and analysis to management detailing the QA programs performance. Others Assist with any related tasks, projects, and other assigned duties as and when deemed necessary. Ensure adherence to the compliance of company policies, industry regulations and legal requirements. You\'re a great fit if you have: State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position. Bachelor\'s Degree in Business or related field or combined work experience and education. Proven work experience of 4-6 years in the field of quality assurance, quality management or training development with a minimum 3 years\' experience in leading QA teams. Must be able to motivate, lead and coach agents to ensure consistent achievement of quality score. Deep understanding of contact center QA best practices (with call/chat/email/text monitoring, calibrations, scoring). Proven success increasing individual and team performance within a contact center setting. Previous QA experience on chatbot is an added advantage. Experience designing quality monitoring scorecards across channels. Strong analytical skills and ability to drive quality and process improvements. Possess strong interpersonal skills and be able to work as a team. Independent and mature character who is proficient in prioritizing needs based on urgency. Self-motivated with a high degree of integrity, drive and enthusiasm. A strong customer service mindset and customer centric driven to improve customer experience. Well verse with Zendesk or any other CRM tool to manage knowledge base. Ability to handle sensitive information with confidentiality. Excellent communication and interpersonal skills. What Makes Working With Us Awesome Our people and culture- You will get to work with awesome and friendly colleagues to whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer-learning. Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role. Development focused- Your learning and growth matters most for us. We are people centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly. Cool Perks/Benefits Hybrid working arrangement; Flexible working hours Relax and unwind at the leisure area with video games, board games, books, and more. Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style). Coffee, tea, or snacks are available for consumption at the pantry. Because you\'ll be happier with a full tummy. A healthy body leads to a brilliant mind. Let\'s get moving with the inter-company sports team. There will be workshops, talent shows, sport activities, and other events for sharing and bonding. Personal Data Protection Setel Ventures Sdn Bhd (\'Setel\', \'we\', \'our\' \'us\') is committed to protecting and respecting your privacy. This Setel privacy statement (\'Privacy Statement\') explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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