Call Quality Analyst, Consumer Contact Centre - Service Development - RTCQA MY Call Quality Analyst, Consumer Contact Centre -  …

CIMB Malaysia
in Kuala Lumpur, Kuala Lumpur, Malaysia
Contract, Full time
Be the first to apply
Competitive
CIMB Malaysia
in Kuala Lumpur, Kuala Lumpur, Malaysia
Contract, Full time
Be the first to apply
Competitive
Call Quality Analyst, Consumer Contact Centre - Service Development - RTCQA MY
1. Position Summary

Professional responsible for performing tasks of moderate complexity as per specified standards with moderate supervision. This process ensures conformance to standards or requirements. It is a refined process in which calls are assessed and improved. This process is focused on achieving excellence in a product/service by meeting/exceeding the requirements of the customer.

2. Major Role Responsibilities

- Conduct quality monitoring of calls as scheduled

- Provide feedback to sales team leaders call quality findings, enabling team leaders to conduct appropriate coaching

- Conduct call calibration of quality monitoring standards with all team leaders and agents

- Prepare and submit Scoring Sheets, Reporting Templates, Calibration Reports and Daily Feedback Templates

- Support the investigation of complaints that are raised both internally or externally

- This Job Description is designed to cover all major roles & responsibilities however your manager may require you to perform additional tasks as needed

Qualifications
Education & Professional Qualifications

Diploma/Degree holder in any discipline.

Skill Requirements (Essential/Desired)

1) Computer Literacy (Essential)
- Proficient in MS Office (Word, PowerPoint, Excel)
- Standard computer operating systems (MS Windows)

2) Communication Skills - Conversational (Essential)
- Articulate ideas to audience
- Ability to influence telemarketing executives
- Able to provide feedback

3) Communication Skills - Written (Essential)
- Ability to document findings and analysis in a clear and concise manner in reports

4) Analytical Thinking Skills (Desired)
- Ability to organize datasets in relevant software
- Apply standard contact centre analytics
- Generate insights from data
- Present to relevant audiences

5) People Coaching Skills (Desired)
- Coaching for telemarketing executives

6) Language Skills (Essential)
- High proficiency in Bahasa Melayu (Verbal)
- Proficient in English (Verbal)

Grade 33 are encouraged to apply
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