Posting date: 03-02-2020 | Closing date: 01-05-2020
TechMasters Matrix Corp Sdn Bhd  Logo
TechMasters Matrix Corp Sdn Bhd
We are Singapore Headquartered MNC, with our subsidiaries in Malaysia and India. We have brilliant expertise in IT Consulting/Recruitment Services. Our management team is hand-picked for their in-depth expertise in the Placements/Resourcing sector within the IT industry, and also for their extensive experience in major global multinational companies. We are dedicated to total excellence - in our technical sourcing, client / employee relationships and cost-effectiveness. Our strength in a nut shell is the speedy sourcing of difficult-to-find technical/management, bilingual/multilingual and trans-national profiles from Singapore, South-East Asia and India. Our key objectives as an organization are customer satisfaction and employee satisfaction. We focus on providing an exceptional level of serviceto a manageable number of customers. Repeat business is a vital component of our revenue model & future growth projections. A can-do attitude is the basis of our impressive track record in successfully responding to all new requirements given by our clients. Our track record in these key areas has earned us both an impressive reputation and a loyal customer base which respects and trusts us.
Quality Assurance- BPO Operations
(Shah Alam, Nationwide )
Job Descriptions

Designation : Quality Assurance- BPO Operations
Location : Selangor, Malaysia

Mandarin or Cantonese, spoken and written proficiency is mandotory.

We are currently looking for Team Leader for its global Business Process Outsourcing Delivery organization to be based out of Selangor, Malaysia. Successful candidate will be required to manage all team and process related issues of call center for an International Airline. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The process is operational 24 x 7 on a 5 days a week work window for staff.
Industry: Travel Transportation, Travel Management Company / TMC / Cruises / Airlines Industry (T&T)/Call Center/BPO

Role Challenges:
 People management
 During high call volumes – manage team performance – Quality on calls

Personal Style Enablers:
 Strong supervisory skills with an eye for detail.
 Excellent written and verbal communication skills in English.
 Organized and Methodical.
Primary Job Responsibilities:
 Monitoring Transactions.
 Conducting coaching sessions for QE's.
 Conducting Quality Sessions / huddles for Agents.
 Analysis on QE Performance.
 Conducting Internal Calibration Session for QE's.
 Monitoring Transactions and providing feedback as per the requirement.
 Focused Feedback to Low performers.
 Analysis on Agent Performance
 Report/escalate malpractices and inappropriate behaviour on the floor/calls.
 Conducting Process Update test for trainers.
 Conducting Skip level for the QE’s after the QECC Activity.
 Analysis on CSAT survey and provide ops/training the TNI
Graduate in any discipline

Job Requirements

Essential Experience:
 Total experience should be 4-6 years
 At least 1-2 years in Quality Assurance position
 Experience in Travel / Airlines industry/ Contact Centre / BPO will be an added advantage

Only shortlisted candidates will be notified.

Interested applicants are invited to write-in / fax-in / email with comprehensive resume including current and expected salary to:

TechMasters Matrix Corp Sdn Bhd
Axiata Tower, 9, Jalan Stesen
50470, Kuala Lumpur
Kuala Lumpur


Employment Type
: Full Time
No of Vacancies
: 2
Min. Qualification
: Bachelor Degree
Min. Experience
: 2 Year(s)