Quality Analyst, Cbs Quality (rtc/ S2s)

Malaysia, Malaysia

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Calls Monitoring

Conduct quality monitoring of sales calls as scheduled
Validate the sales calls in accordance to scripts and check lists to ensure adherence
Update and complete the scoring sheets and all report templates accordingly

Calls Calibration

Participate in Call Calibration of quality monitoring standards with all team leaders and agents
Share gaps observations and results
Provide feedback and suggestions on improvement opportunities

Complaints/Disputes Validation

Support the investigation of complaints/disputes that are raised both internally or externally

Reporting & Administration

Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner
Prepare ad-hoc reports as and when required by management

Other Tasks Your Manager may require you to perform additional tasks as and when required

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