Job Description

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• Monitor Chat Quality: Conduct regular evaluations of chat interactions to ensure compliance with established quality standards, process guidelines, and brand communication tone.
• Evaluate Agent Performance: Assess agent effectiveness in areas such as accuracy, professionalism, responsiveness, and empathy to ensure consistent and high-quality customer engagement.
• Provide Constructive Feedback and Coaching Support: Deliver structured feedback based on QA assessments and collaborate with team leaders to facilitate coaching sessions aimed at performance improvement.
• Analyze and Report Quality Metrics: Prepare comprehensive QA reports, analyze performance trends, and present actionable insights to management to support operational and service excellence.
• Maintain and Enhance Quality Frameworks: Review, refine, and update QA scorecards and standard operating procedures (SOPs) to align with evolving business needs and service expectations.
• Collaborate with Cross-Functional Teams: Partner with Operations, Training, and Workforce teams to align on quality objectives, participate in calibration sessions, and ensure evaluation consistency.
• Drive Continuous Improvement and Customer Experience Enhancement: Identify recurring issues, process inefficiencies, and customer pain points through QA findings, recommending and supporting initiatives to elevate service quality and customer satisfaction.

Requirements :

• Possess 1 - 2 years of contact centre experience, mainly in customer service.
• Having excellent spoken and written skills in both English & Bahasa Malaysia. Mandarin speaker is a plus.
• Business writing skill is mandatory.
• Being able to work independently.
• Ability to multi-task, prioritize and manage time effectively.

About the Team :
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Skills Required