Quality Assurance Senior Executive  

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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.

Job Requirements

  • 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.