Closing Date : 01/01/2024

Quality Assurance Senior Executive  

** For registered candidates, please login to apply

Life at U Mobile
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let’s start your journey with an award-winning organization! #UnlimitingYourPotential

Top Reasons To Join Us
• Awarded as the Most Preferred Graduate Employers (2022& 2023) & Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

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

  • To 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.
  • Assist with the development and implementation of Quality Assurance skills and enhancement programs for existing Contact Centre staff.
  • Drive the quality, output and performance of QA Executives through consistent and continuous audits/evaluation and feedback.
  • Ensure that QA team consistently updates and maintains all QA progress logs/records as necessary.
  • Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
  • Participate in the implementation of various quality improvement exercises/campaigns/programmes.

About You

  • At minimum, a degree or diploma in any subject.
  • Proficiency in English Language and Bahasa Malaysia.
  • Relevant work experience in Quality Assurance is highly desirable.
  • Minimum 2 years experience in Contact Centre Operations or Backend Support.

What’s Next ?
Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.