Customer Service Quality Control Specialist

- Perform monitoring and evaluating the quality of all channels including inbound, outbound, e-communication, customer care in accordance with standard operating procedure.
- Regularly conduct random checks and provide feedback / coaching session to CS Officer on Call / Email handling quality.
- Maintain details quality record of all CS&QC officers.
- Provide agent performance report and SWOT analysis for further improvement.
- Conduct monthly call calibration to evaluate on selected recorded conversations.
- Analyze reports, identify trends to propose solutions, initiatives related to common costumer’s complaints and requests in order to deliver high customer satisfaction.
- Proactively participate in the projects to optimize process and performance of the CS Center.
- Conduct daily line testing and checks on Avaya recording system to ensure quality of conversation recorded is good.
- Undertake other tasks assigned by Quality Control Team Leader.

- Yearly Bonus - Meal Allowance - Uniform Allowance - Holiday Bonus - Team Building - Health and Personal Accident Insurance - Annual Health Check - Company Activities: Year End Party, Christmas, Sport Day, Family Day, etc.