Customer Service Quality Assurance (QA)

LG ElectronicsKuala Lumpur, Kuala Lumpur, Malaysia

13 hari lalu

Penerangan pekerjaan

Responsibilities and qualifications for the role :

Responsibilities

Monitor, evaluate, and audit customer service interactions across the platform to ensure compliance with company policies and meet quality standards for the subscription processes.
Review customer feedback and support to improve agents\' NPS and KPI; propose improvement plan to enhance customer experience (CX).
Review scripts and workflows to identify challenges for customer service agents and propose improvements.
Review QA reports, highlight trends, issues, and performance gaps; propose improvement plans.
Support and review training materials and methods; assist coaching as needed.

Qualifications

Bachelor’s degree in Business Administration, Quality Management, or a related field (preferred).

Ability to conduct quality monitoring in English, Malay, and Chinese to ensure service standards across languages. Korean language is an added advantage.

Proven experience in quality assurance within a customer service environment, with at least 2 years in a leadership role.

Experience in training and mentoring teams.

Willingness to travel occasionally for training and support purposes.

Exceptional and strong communication and interpersonal skills.

Basic Microsoft Excel skills.

#J-18808-Ljbffr

Buat amaran kerja untuk carian ini

Quality Assurance • Kuala Lumpur, Kuala Lumpur, Malaysia