Specialist, Customer Service Quality Assurance (Mandarin Support)

What You'll be Doing:

1. Conduct daily checks on the voice and text quality of customer service agents to ensure that service quality meets company standards.
2. Develop standards for monitoring service quality, as well as regulations for rewards and penalties, continuously improving various standard systems.
3. Propose suggestions and measures for quality improvement based on business types to enhance the business level of the customer service center.
4. Analyze and refine business issues, process issues, product issues, operational issues, and customer service personnel issues based on quality inspection samples.
5. Compile monthly reports, establish effective improvement measures, track the implementation results of improvement measures, and improve the quality monitoring and evaluation system.
6. Drive individual and process-level closed-loop improvements through quality inspection results and case reviews.

What We Look For in You:

1. With more than 2 years of quality inspection experience in customer service centers (online customer service or call centers), possessing the ability to conduct case reviews.
2. Excellent command of spoken English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
3. Bachelor‘s degree or above, fluent in writing.
4. Familiar with quality inspection standards and processes in the customer service industry.
5. Proactive in work, able to continuously propose constructive solutions for the job. Good at identifying problems, and capable of proposing solutions.
6. Able to work as a team and good at stress tolerance.
7. Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

Benefits & Perks:

• Competitive remuneration package (Basic Salary + Annual Increment)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 2,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

#LI-Onsite #LI-JC3