Job Description
- Take recording/data sampling from agents
- Analyse and evaluate agents’ job performance based on data and recommend action
- Provide reports related to the quality score of all agents routinely
- Provide treatment for agents (coaching/observation)
- Regular calibration with the Quality Assurance team, trainers, and team lead
- Regular briefing with other stakeholders
- Handle ad hoc Quality Assurance-related works
- Carry out an investigation task if required and analyse findings
Requirements
- Minimum Diploma degree from any major
- Minimum 1 year of working experience as a Quality Assurance
- Having Collection knowledge will be an advantage
- Able to operate Ms. Office (Ms. Excel, Ms. Word, Ms. PowerPoint)
- Strong analytical thinking and problem-solving skills
- Good communication skills
- Good teamwork, adaptability, and agility