Quality Assurance Executive (Thai & Japanese)

Location: Jalan Chan Sow Lin
Job ID: MAD6


Job description:

  • Performs call monitoring and provides trend data to the site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of customer care / vendor & dispatcher email responses.
  • Participates in call listening/ interaction deep dive  programs to identify customer needs and expectations.
  • Flag non performing agents & support performance with coaching & feedback interventions led by BPO
  • Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives 
  • Provides actionable data to various internal support groups as needed and feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Participate in calibration calls to improve overall understanding & usage of QA Scorecard
  • Problem solving skills in handling complaints effectively and efficiently , play an integral role in resolving for disputes raised on quality audits by Operations teams & BPO partners

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