Quality Assurance Executive (SOCIAL MEDIA & EMAIL)

$4,000 - $5,000 monthly
  • Redberry Contact Center Sdn Bhd
  • Jalan Imbi, Imbi, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Mar 22, 2021
Full time Customer Service

Job Description

Come and be part of our team! REDBERRY CONTACT CENTER SDN BHD is currently looking for Quality Assurance Executive (SOCIAL MEDIA & EMAIL) for Telco Call Center.

Location: Berjaya Times Square, Kuala Lumpur
Salary: RM 3, 500 - RM 5, 000

Responsibility:

  • Monitor and prepare written evaluations of CSE conversation with the customers via Facebook, Twitter (Social Media) and Emails that are consistent with the current interaction assessment criteria.
  • Provide constructive feedback to CSEs in a positive manner to enhance overall performance.
  • Track trends observed while monitoring incoming social media post and email content.
  • Communicate regularly and professionally with operational counterparts/other support teams (e.g. Team Leaders, Training, etc.) to drive CSE efficiency and effectiveness towards common goals.
  • Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
  • Regularly update and maintain QA progress logs and other records/documents as necessary.
  • Participate in the implementation of various quality improvement exercises/campaigns/programmes.

Job Requirements

  • DIPLOMA in any field, preferably in TESL, Creative Writing or Journalism
  • Proficient in Bahasa Malaysia & English, WRITTEN and SPOKEN. Mandarin (WRITTEN and SPOKEN) will be an added advantage.
  • Relevant work experience in Quality Assurance (Social Media & Email) is highly desirable.
  • Minimum 1 year experience in Contact Centre Operations or Backend Support.
  • Strong Communication & Interpersonal Skills in writing and verbal.
  • Pro-active problem solving skills.
  • Ability to work well within team environment.
  • Ability to multi-task.
  • Knowledge in Quality Assurance (Social Media & Email Customer Service).
  • Knowledge of customer care processes and techniques
  • Coaching and mentoring.
  • Reporting and data analysis
  • Microsoft Office Skills
  • ABLE TO START IMMEDIATELY

Additional Information

Benefits

  • Attractive Basic Salary
  • Flexible working hour
  • EPF/SOCSO/EIS
  • Medical benefits
  • Annual Leave
  • Yearly performance bonus
  • Staff Rebate
  • Training will be provided

Interested??? Drop your resume via WhatsApp for immediate interviews @ 012-3389284 or email to hanani.ismail@redberrycc.com

(Only shortlisted candidates will be notified)

Skill Level

Executive