Are you ready to get ahead in your career?- We want to empower you turn your ambitions into achievements.- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.- To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.Why does this job exist and why is it critical?- Lead and drive Quality Assurance and Compliance across all channels through monitoring in assuring the service quality is consistent and adherence to process & procedures through:- Conduct on-site quality assurance and compliance reviews at the Retail outlets and Maxpert installation nationwide.- Support both internal and external (outsourced) Contact Centre queues in areas pertaining to front-liner's customer handling skills and customer experience.- Support efforts in driving enhancement in both front-liners and customer experience.- What are you accountable for?- Perform on-site quality assurance reviews and audit assessments at the Retail Centres & Maxis Exclusive Partners (MEPS) outlets nationwide to ensure operational compliance with regulations and internal controls and quality standards are consistently adhered as per business standards, whilst enhancing customer experience. This includes monitoring sales and service customer transactions and device display at the centres.- Perform transaction monitoring at process level for all the Contact Centre queues to ensure quality standards are consistently adhered as per business standards, whilst enhancing customer experience. This includes monitoring front liners' customer handling skills in terms of sales opportunities.- Perform audit assessments on monitoring conducted by both internal and external (outsourced) Contact Centre monitors and Team Leaders through Online and Classroom Calibration, to align understanding on monitoring standards and practices.- Provide review observation and findings to front liners, Team Leads and Management Team. Conduct appropriate coaching and feedback as well as training sessions to Front-liners, Team Leads, Head of Maxis Centre (HOMCs), Executive of Maxis Centre (EOMCs) based on the areas of improvement identified from the quality assurance and audit reviews/ monitoring.- Prepare review performance report and conduct forums to communicate performance trending and areas of improvement to respective stakeholders, with the objective to drive improvement in compliance standards, ensure end-to-end closure of all audit review findings to curb repeated recurrence, enhance customer experience and front-liner's job aid and tools in daily customer handling- Conduct studies on customer dissatisfaction via call observations and call-backs on low rated customer satisfaction index calls towards services received, to identify customers' issues and front liners' challenges. Perform recovery in response to critical unresolved issues highlighted by customers, consolidate feedback and findings to be shared with respective stakeholders for mitigation/ resolution on the issues.- Transform all review observation findings into process improvement opportunities to improve compliance standards, enhance customer experience and/ or front-liner's job aid / tools in customer handling.- Conduct front-liners' readiness level pre and post any product or service launches to ensure they are able to better manage customer inquiries as well device or product sales.- Perform Mystery Shopping, Customer Journey Assessment, VoCs to identify gaps and recommend improvisation.- What do you need to have for this role?- Bachelor Degree, specialized in: customer service, audit & compliance, business admin and/ or telecommunication- 4 to 6 years of work experience and 4 to 6 years of relevant experience in similar capacity in customer service, telecommunication, quality assurance and/ or audit compliance- Knowledge in quality assurance, customer service, audit compliance, project management, data analytics, telecommunication products and services- Tech savvy and computer literate. Proficient in Microsoft, Word, Excel and PowerPointWhat's next?Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.
