Customer Service Representative

We are hiring for Customer Quality Assurance Officer for our BFSI client based at KL, Malaysia!

Role: Customer Quality Assurance Officer

Experience: 1+ Years

Location: Kuala Lumpur

Industry: Banking / Insurance

Responsibilities :

1 Monitoring and Evaluation

▪ Monitor voice & non-voice services (Telemarketing and Customer Service calls/email/livechats) to ensure all interactions adhere to company policies and industry regulations

▪ Utilize established metrics and criteria to evaluate performance and identify areas for improvement

▪ Adhering to internal policies, procedures, and regulatory requirements

2 Feedback and Reporting

▪ Provide constructive feedback to telemarketing and customer service representatives based on evaluation results

▪ Prepare and present regular reports on quality metrics, trends, and performance to management.

3 Training and Development

▪ Collaborate with onshore training teams to develop and deliver training programs focused on quality improvement

▪ Assist in onboarding new customer service representatives by providing customer services and quality standards training

Interested share your resume to [email protected]