Call Quality Assurance Officer

• Assist in ensuring the professionalism and timeliness of the response to our clients, quality assurance, and customer satisfaction
• Monitor assigned calls in accordance with client requirements and reporting compliance issues to management
• Measure and evaluate the performance of staff that interact with the clients
• Use call monitoring and audio recording software to evaluate representatives' call performance
• Participate in meetings with Management to inform and discuss individual and team performance
• Track quality scores, trends, commitments, and program updates
• Achieves quality assurance operational objectives by implementing quality, and customer service standards; identifying and resolving problems; determining system improvements; implementing change.
• Prepares quality documentation and reports by collecting, analysing and summarising information and trends.
• Updates job knowledge by studying trends in and developments in quality management.
• Enhances department and organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Provide timely, reliable and complete information by using the tools and resources of the company.
• Execute all assigned tasks within timelines.
• Ensure all legal standards are met.
• Other duties as assigned.

Requirement

• Computer Literate.
• Min HSC Holder
• With or Without Experience 
• Must be fluent in English.
• Working hours on shift system