Posting date: 27-01-2020 | Closing date: 00-00-0000
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(Bayan Lepas , Penang )
Job Descriptions
*RESPONSIBILITIES* -Overall: Perform quality analysis, monitor, review and evaluates inbound and outbound interaction quality -Details: -Tracks issues in the quality monitoring systems or tools  -Analyse the results and arrive at continuous process improvements -Provides feedback to improve performance -Work with training team in developing training programs -Works with operations to define quality metrics -Able to analyse data from different perspective  -Able to handle large pool of data -Works closely with Quality Leaders in to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical -As new Content Policies are being developed and prototypes, provides details to local teams around the impact of the policy change on the teams current work -Delivers just-in-time training to auditors on new or changing Content Policies as well as refresher training on existing Content Policy on an as-needed basis -Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies -Manages investigations of escalations of inaccurate decisions, especially in cases where policies are new, the content is ambiguous, or the decision has an outsize impact if incorrect -Mentors auditors on the use of audit tools and systems -Develops process documentation and aggregates feedback about the functionality of audit tools 
Job Requirements
Company : Teleperformance Malaysia Sdn Bhd Location: Bayan Lepas Salary : RM5000 - RM8000 *MUST HAVE* -Min 1 year of experience as Customer Service Quality Analyst -Bilingual fluency in either(English/Korean/Japanese/Mandarin/Cantonese )  *OTHERS/ADVANTAGES* -Experienced in Customer Service BPO or Call Center environment is preferred -Excellent written and verbal communication skills -Exceptional attention to details -Demonstrated ability to perform well in a highly dynamic, rapidly changing environment -Strong critical thinking and problem-solving skills -Ability to multitask and work independently in an unstructured environment  -Track record of developing and maintaining expertise on corporate policies and/or community standards
Only shortlisted candidates will be notified.

Interested applicants are invited to email with comprehensive resume including current and expected salary to:

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Job Ref.
: BPO Cust Serv
Employment Type
: Contract or Temporary
No of Vacancies
: 1
Min. Qualification
Min. Experience
: 1 Year(s)