Job Description

Mohon
x2_onboarding.experience.fields.job_description.title
Kelayakan

• Bachelor's degree or equivalent work experience.
• 1-2 years' experience in Quality Assurance within a BPO or call center, preferably in the e-commerce industry.
• Strong knowledge of e-commerce operations such as order processing, logistics, returns, refunds, and payment handling.
• Excellent analytical and problem-solving skills, with attention to detail.
• Strong communication skills (verbal & written) to deliver effective feedback and reporting.
• Proficiency in MS Office (Excel, PowerPoint) and QA monitoring tools/CRM systems.
• Ability to work independently, manage multiple tasks, and adapt in a fast-paced environment.
• Customer-centric mindset with focus on process improvement and compliance.

Tanggungjawab

• Monitor and evaluate customer interactions (calls, chats, and emails) to ensure compliance with quality standards, client expectations, and e-commerce policies.
• Provide constructive feedback and coaching to agents to improve customer handling, product knowledge, and process adherence.
• Conduct calibration sessions with operations and clients to maintain alignment on quality expectations.
• Identify performance gaps, recurring issues, and root causes, and recommend corrective actions.
• Assist in developing and updating quality evaluation forms, scripts, and process guidelines.
• Prepare and present quality reports and insights to management, highlighting trends, risks, and opportunities for improvement.
• Collaborate with Training and Operations teams to address knowledge gaps and support continuous improvement.
• Ensure compliance with data security, e-commerce regulations, and BPO policies.
• Support initiatives to enhance customer experience, accuracy, and operational efficiency.

Manfaat

• Provided training.
• EPF/SOSCO.
• Annual leave/Medical leave.

Manfaat tambahan

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Training Provided
• Medical Insurance

Kemahiran
Customer Service Quality Assurance Mandarin Cantonese Communication Skills Problem Solving

Skills Required