Deskripsi Pekerjaan
Are you detail-oriented with a passion for quality assurance? Cornerstone Global Partners is seeking a dedicated Customer Service QA & Transcript Reviewer to join our dynamic team in Mid Valley City, Kuala Lumpur. In this pivotal role, you will be responsible for conducting rigorous quality assurance checks on customer service transcripts and calls. Your keen eye for detail will ensure that our team delivers the highest level of service and accuracy to our valued clients. This contract position offers a competitive salary range of RM 2,200 – RM 2,600 per month, providing a fantastic opportunity to work in a supportive environment while enhancing your QA expertise.
Tanggung Jawab
- Review and audit customer service transcripts for accuracy, tone, and adherence to company protocols.
- Conduct Quality Assurance (QA) evaluations on recorded customer interaction calls.
- Score interactions based on predefined quality metrics and performance indicators.
- Provide constructive feedback and coaching to customer service representatives.
- Identify trends in customer inquiries and service gaps to recommend process improvements.
- Maintain a detailed and organized log of QA findings and performance reports.
- Collaborate with the team to develop best practices for customer engagement.
Kualifikasi
- Previous experience in a customer service or Quality Assurance role is preferred.
- Excellent written and verbal communication skills in English.
- Strong attention to detail with the ability to spot errors in text and audio.
- Proficiency in using CRM software, Microsoft Office, and QA tools.
- Ability to analyze data and provide clear, actionable insights.
- High school diploma or equivalent; relevant certifications are a plus.
- Reliable internet connection and computer skills are essential.