Operational Assurance Staff

About the Role

Operational Assurance Staff will directly report to the Process and Service Manager. A Customer Experience Quality Assurance is mainly responsible for monitoring and evaluating the contact center operations.

Work Responsibilities

• Conduct quality assurance process for contact center operation with agreed attributes and target.
• Ensure the process for quality monitoring is in place and initiate critical process improvement.
• Coordinate and liaise with other departments to improve agent contact center and customer satisfaction.

Job Requirements

• Min. D3
• Having 2-3 Years experience in Quality Assurance in service industries especially in Contact Center
• Strong Leadership & Team work
• Service Excellence Oriented
• Strong Analytical Thinking 
• Strong Communication Skill (coaching and counseling)

Leadership Competency

Individual Contributor