Agent Support - Qa & Trainer (B2B) & (B2C)

Hybrid Working Condition- Near with public transport- Attractive salary package**Location**: Bangsar South**Working Hour**:Monday - Friday, 9:00 AM - 6:00 PM**Salary**: Maximum budget - RM 6,000**Job Type**:1 year contract with 6 months probation**Benefits**:- Annual Leave- Medical Benefits- Insurance- EPF, SOCSO & EIS- WFH & WFO- Ensure CSAT drivers are understood and drive the team to achieve them.- Proactively identifies and proposes QA program improvements as required.- Ensure the team perform data analysis to understand trends and identify critical improvement points, using information from monitoring and other metrics (Write Offs, NPS, CSAT, First Touch Resolution, etc.).- Prepare and analyses internal and external quality reports for management staff review.- Provide reports and analysis to management detailing the QA programs global performance.- Conduct quality monitoring tasks: agent listening and scoring, calibration, insight for performance feedback- Identify problem areas doing root cause analysis, work on improvements (process and people) and provide feedback and actionable data.**Job Requirements**:- Bachelor's Degree in Business or related field or combined work experience and education.- 2-4 years management experience required either as a manager, teal leader, or indirectly leading outsource delivery centre QA teams.- 2-3 years of progressive experience in the field of quality assurance, quality management or training development and delivery in a contact centre environment.- Experience designing quality monitoring scorecards across channels.- Vast experience with Zendesk or any other CRM tool to manage knowledge base