Job Description

Employment Highlights Young, energetic, creative and supportive work environment Genuine work-life balance and flexible working hours Learn valuable hands-on work experience at a medium-sized start-up company Wide range of perks and benefits such as WFH, leaves, and more What you would be doing: Manage the quality assurance for the clients that Alpha Iota is serving. Monitor transactions for all servicing channels, including live chat and outbound calls to ensure adherence to established processes. Manage Alpha Iota\xe2\x80\x99s clients\xe2\x80\x99 expectations by maintaining good quality of internal output. Ensure coaching and follow up coaching sessions are duly conducted. Identify issues and areas of improvement (agent level, process and business level), propose,approve and track the necessary corrective action(s) to satisfactory. Dive into service quality issues which are inclusive of Customer Service Satisfaction, First Contact Resolution, Average Response Time, Quality Assurance Evaluation pass rate and customer complaints. Participate in the development and delivery of training and programme support for quality and operational needs. This includes soft skills, product, systems and processes. You are also responsible to ensure and monitor the overall effectiveness of training. Promote a culture of high performance and continuous improvement that values learning and a commitment to quality among the team. Respond to internal stakeholders, clients and vendors regarding quality process questions,comments, and concerns. Participate in quality gap analysis investigations, help to identify root causes of quality incidents for prevention of similar events in the future. Ensure the performance of regular comprehensive audits and inspections of procedures and controls, recommending corrective action to maintain quality outputs. To be successful in this role, you will need to have: Primary/Secondary School/O Level, Higher Secondary/STPM/\'A\' Level/Pre-U, Diploma, Advanced/Higher/Graduate Diploma At least 1.5 -2 years\xe2\x80\x99 QA experience in a contact centre environment Familiar with Quality Assurance recording tools Excellent Microsoft Excel, Microsoft Word and Microsoft PowerPoint skills 5. Knowledge of customer service principles and practices, relevant computer applications and administrative procedures Excellent analytical problem-solving ability and able to discover, analyse, document and present root causes and corrective actions. Language(s): Bahasa Malaysia, English and Mandarin
Alpha Iota is a technology enabled global organization that strives to be a one-stop center for all contact center and business process outsourcing (BPO) services. Combining our experience and specialized skills, we offer various solutions that include digital marketing, software development, tele-sales, customer service, analytics, project management, technical support, human resources, finance, process improvement, and so much more. We partner with our clients using a consultative approach to ensure profitability with every Alpha Iota resource allocated. We take pride in adding value for our client\xe2\x80\x99s business, with a strong market presence across South East Asia \xe2\x80\x93 namely Malaysia, Singapore, Thailand, Indonesia, Vietnam, Brunei and Cambodia. If you wish to leverage our expertise, we would like to share our success stories and explore opportunities together with you.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5