Deskripsi Pekerjaan
Are you ready to elevate your career in customer service and quality assurance? Are you passionate about shaping exceptional customer experiences through meticulous analysis and actionable insights? Cornerstone Global Partners is proud to present an outstanding opportunity for a dedicated Quality Assurance Analyst (Customer Service) to join a leading organization. This is a 1-year contract position based in the vibrant and accessible Mid Valley City, Kuala Lumpur, offering a dynamic environment where your contributions will have a direct and lasting impact on service excellence.
As the key driver of quality within the contact centre, you will be responsible for evaluating a diverse range of customer interactions, including inbound calls, emails, and live chats. Your sharp analytical skills will be instrumental in identifying trends, pinpointing training needs, and ensuring adherence to quality standards. You will work closely with Team Leaders and Operations Managers to provide structured feedback that empowers our customer service representatives to perform at their best.
This role is perfect for a proactive individual who thrives on data and detail. You will play a crucial part in developing and maintaining quality scorecards, conducting root cause analysis to resolve recurring issues, and participating in regular calibration sessions to ensure fair and accurate evaluation. Your reports and presentations will be vital in helping the business make informed decisions to enhance the overall customer journey.
Beyond daily monitoring, you will have the opportunity to contribute to strategic projects aimed at improving operational efficiency and customer satisfaction. This 1-year contract provides a fantastic platform to deepen your expertise in QA methodologies, process optimization, and cross-functional collaboration within a supportive and fast-paced setting. If you are an analytical thinker with a keen eye for detail and a dedication to continuous improvement, we want to hear from you. Take the next step in your career with Cornerstone Global Partners and apply today!
Tanggung Jawab
- Monitor and evaluate customer interactions (calls, emails, chats) against quality benchmarks.
- Provide constructive and timely feedback to agents and team leaders to foster continuous improvement.
- Identify performance trends and root causes through systematic data analysis.
- Develop, update, and maintain quality assurance scorecards and evaluation forms.
- Collaborate with Training and Operations teams to design effective coaching and training initiatives.
- Participate in internal and external calibration sessions to ensure scoring consistency.
- Prepare detailed reports and presentations on quality metrics and performance insights for management.
- Support ad-hoc quality improvement projects and initiatives focused on enhancing the customer experience.
Kualifikasi
- Diploma or Bachelor's degree in any related field. Equivalent work experience will also be considered.
- Minimum 1 year of experience in a Customer Service or Call Centre environment. Previous QA experience is highly valued.
- Exceptional written and verbal communication skills in English. Proficiency in additional languages is a strong advantage.
- Strong analytical skills and high attention to detail.
- Proficiency in Microsoft Office Suite, especially Excel (pivot tables, charts) and PowerPoint.
- Ability to work independently, manage time effectively, and meet deadlines.
- Strong interpersonal skills with the ability to provide feedback in a constructive and motivational manner.
- A genuine passion for quality, customer satisfaction, and process improvement.