Executive, Quality Assurance Customer Service

**About You**You will be reporting directly to the Team Leader, Quality Assurance, and will be driving the call quality improvement in the Customer Service department.**Your Day to Day**- Maintain and develop internal support and call centre quality standards.- Assess support interactions based on internal standards.- Accompany evaluations with meaningful and constructive feedback.- Discuss and explain feedback with Team Leads in regular meetings.- Analyze all customer service metrics (e.g., QA scorecard, CSAT,NPS) and how the support team's performance affects those KPIs.- Create strategies to improve support KPIs.- Help agents improve their performance with specific instructions and constant support.- Map the need for training and onboarding programs and initiate these projects.- Monitor customer service performance on the agent and team level.- Create reports that reflect support performance.- Report support team's performance to higher-ups.- Participate in calibration sessions to maintain consistency in internal evaluations.- Contribute to the team culture in a positive manner.**Your Know How**- Experience in the customer service space.- Proven track record of analytical skills.- Hands-on experience in quality assurance.- Great interpersonal skills and ability to communicate (negative) feedback.- Good organizational skills, knowledgeable in goal setting practices.- Good communication and writing skills.- Examples of data visualization abilities and understanding of support metrics.- Perception of basic business metrics and how support impacts those.- Problem-solving capabilities to create meaningful strategies to improve support quality.**Job Types**: Full-time, Permanent**Salary**: RM3,000.00 - RM4,300.00 per month**Benefits**:- Dental insurance- Health insurance- Professional developmentSchedule:- Monday to Friday**Experience**:- Quality assurance: 1 year (required)