Oct 20, 2019
Company : Teleperformance Malaysia Sdn Bhd
Location: Bayan Lepas
Salary : RM5000 - RM8000

-Min 1 year of experience as Customer Service Quality Analyst
-Bilingual fluency in either(English/Korean/Japanese/Mandarin/Cantonese )

-Experienced in Customer Service BPO or Call Center environment is preferred
-Excellent written and verbal communication skills
-Exceptional attention to details
-Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
-Strong critical thinking and problem-solving skills
-Ability to multitask and work independently in an unstructured environment
-Track record of developing and maintaining expertise on corporate policies and/or community standards

-Overall: Perform quality analysis, monitor, review and evaluates inbound and outbound interaction quality
-Tracks issues in the quality monitoring systems or tools
-Analyse the results and arrive at continuous process improvements
-Provides feedback to improve performance
-Work with training team in developing training programs
-Works with operations to define quality metrics
-Able to analyse data from different perspective
-Able to handle large pool of data
-Works closely with Quality Leaders in to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical
-As new Content Policies are being developed and prototypes, provides details to local teams around the impact of the policy change on the teams current work
-Delivers just-in-time training to auditors on new or changing Content Policies as well as refresher training on existing Content Policy on an as-needed basis
-Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
-Manages investigations of escalations of inaccurate decisions, especially in cases where policies are new, the content is ambiguous, or the decision has an outsize impact if incorrect
-Mentors auditors on the use of audit tools and systems
-Develops process documentation and aggregates feedback about the functionality of audit tools

If you feel you fit the criteria and would like
to take your career to the next step then please
forward your CV/Resume to:
[email protected]