Sr. Quality Evaluator PMI

Job Title :

Sr. Quality Evaluator PMI

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and / or outbound calls and other customer contact methods (e.g. phone, email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions / Core Responsibilities

• Analyse and improve the quality of interactions enabling compliance adherence, consumer's and agent's experience and productivity as derived from the use of the standardized Transaction Monitoring grid or automatically via a quality management tool (i.e CII), draw insights and translate them into actionable recommendations for the CSC Operations, i.e agent coaching, service quality improvement, process streamlining, operational efficiency and business effectiveness.
• Develop and propose to CSC Operations action plans based on the rootcause analysis, acting as a true enabler to CSC Operations and Training organization.
• Promote the continuous improvement culture within CSC as well as providing feedback to client for potential process improvements towards elevating consumer experience.
• Drive the feedback loop on agreed actions to CSC Operations and / or to the client.

Key accountabilities and decision ownership :

Quality management platform (CII) (when available)

Core competencies, knowledge and experience :

Technical / professional qualifications :

Location :

MYS Kuala Lumpur Nu Tower 2

Language Requirements :

English (Required), Mandarin (Required)

Time Type : Full time

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