This role assists the QA Manager to drive the QA Team's transaction monitoring performance, with the end-objective of ensuring that U Mobile’s Contact Centre staff provides high quality customer service that can be achieved through excellent call quality evaluations and coaching. The QASE primarily focuses on improving and maintaining QAEs' performance, behaviour and accountability in following QA processes and procedures. This role is also involved in the development, implementation and continued support of U Mobile's Contact Centre Quality Improvement Initiatives, and includes coordinating activities within the CXE/QA department to ensure consistent quality job performance, while supporting and satisfying the needs of both internal and external customers.
Duties & Responsibilities
contribute to a seamless customer journey for all Contact Centre contacts by
collecting, analysing and sharing customer knowledge, feedback and insights
received from the Quality Specialists for the Contact Centre support units.
with the development and implementation of Quality Assurance skills and
enhancement programs for existing Contact Centre staff.
the quality, output and performance of QA Executives through consistent and
continuous audits/evaluation and feedback.
that QA team consistently updates and maintains all QA progress logs/records
in overall QA calibration sessions to ensure consistent scoring methodology
among team members and operational counterparts.
in the implementation of various quality improvement
minimum, a degree or diploma in any subject.
in English Language and Bahasa Malaysia.
work experience in Quality Assurance is highly desirable.
2 years experience in Contact Centre Operations or Backend Support.